Have you ever considered innovating your approach to customer service?

Companies have provided phone-based customer service for several decades.  Today, most companies continue to offer this option for customers or clients wanting to communicate with the company.

With the growth of the Internet and email usage, many companies have added email customer support and/or ticket-based systems.  These systems give the customer another option by allowing customers to submit questions or customer service requests at any time, and receive responses at any time.  This approach eliminates the need for the customer to communicate “live” with the company.

A newer trend is to offer customer support via Twitter.  This communication can be almost real-time, and gives customers yet another way to interact with your company.  Companies providing support via Twitter have at least one customer service representative that monitors “tweets” that mention the Twitter user name of the business.  These tweets may be specifically directed to the company or may simply mention the company.  Either way, the customer service representative can respond to these messages quickly – often within a few minutes.

Another new option being offered by some companies is a smart phone application (such as an iPhone application) that allows a user to submit customer service requests and obtain other information about the company’s products and services.

By providing multiple options for your customers to obtain support, you allow your customer to choose the communication method that is most desirable or most practical at that time.  Your customer service representatives can typically handle customer requests from multiple sources at the same time, such as telephone, email and twitter.

By allowing your customers to choose among several options for obtaining customer service, you are being more responsive to your customer’s needs, which results in happier customers.