Customer Service Training, Tips, Articles & Videos with Myra Golden
This App Can Help You Stay in Touch with Customers (while saving you time!)
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In a recent keynote to the National Speakers Association Oklahoma Chapter, I shared “5 Apps I Can’t Live Without.” That portion of my keynote was a big hit and people are still emailing me and tweeting me for more information on the apps I talked about that day. I shared my favorite apps to show my clients how to work smarter, not harder. One of the apps I shared that day is “Straight to Voicemail.”
Straight to Voicemail is a really cool app that lets me dial right into the cellphone voicemail of my friends, customers, and family. This comes in handy when I just want to “touch base,” don’t want to get into a long conversation and when I just need to leave a quick message. I find that I’m able to keep in touch with friends and clients really well because I can knock out 3 or 4 calls in just a few minutes by going straight to voicemail.
This app can help you stay in touch and be more responsive to customers. Imagine being able to leave a customer a quick message or just calling to stay in touch. There’d be no need to put off calls because you know you would only be on the line for a few seconds. Just this morning I left a client a voicemail using this app, saying, “I hope the first day of your new Quality Monitoring program is a success. Call or email if I can be of any help to you today.” Sure, I could have said the same thing over email, but in this digital age, phone calls are sometimes refreshing. The cool thing about this app is it can be used from landline phones too. (Just dial 267-759-3425 from any landline or mobile phone.)
Dozens of my audience members began pulling out their iPhones, Droids and Blackberries to download this app as I talked about it that day. So, enjoy this little app tip. This app just might help you deliver a more personal and responsive customer experience.
Like this:
How I Use My Website for Customer Support
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I started my business in 2001, just as websites began to take the place of expensive brochures and other paper mailings. On a mission to save money, market wisely and stay “green,” I never invested in brochures, letterhead or fliers. Never. One-hundred precent of my marketing literature is, and has always been, online.
But I use my website to do more than replace expensive and wasteful print media. One of the biggest functions of my website is to improve my client experience while giving me more time. Here are the top 3 ways I use my website, http://www.MyraGolden.com:
1. Client Self Support (CSS)
My website serves as a self service portal for my clients. Clients can retrieve lost passwords for their eLearning suites, get technical support for live webinars, reserve a date for a keynote session, review my calendar, and get answers to frequently asked questions. My Online Assistant can place a hold on dates for Meeting Planners who are planning a meeting and even help clients execute agreements. This self service allows my clients and visitors to get immediate help and it frees me because I don’t have to handle calls and emails for simple inquiries.
2. Make it Easy for Clients to Work with Me
My primary customer is the Meeting Planner who has booked me to deliver a keynote or a customer service training session. My website puts everything meeting planners need right at their fingertips. Meeting Planners can download my A/V requirements, print out my introduction, get details on my handouts, retrieve my bio for their brochures, download my high-resolution photos and learn how to arrange the room for my presentation right from my webiste. Meeting planners have often complimented my online tools, citing ease and quickness of use.
3. Customer Service Training Registration
Monthly I host live customer service web seminars. When we first started hosting webinars, I spent a great deal of time responding to phone calls and emails to take registrations. Today, registration payments are handled 100% online without any human interaction. Customers register, get webinar handouts and login details and their receipts all online. This has been a great convenience for my clients and a tremendous timesaver for me.
Smart small and mid-size businesses use their websites as more than an online brochure. Optimize your website for client self service. When you do, you’ll give your customers an even better online experience and you’ll be blessed with more freedom. Explore my website for creative ideas on client self service.
I work with companies that are serious about delighting and keeping customers. My blog includes thoughts, articles, videos, and even rants about customer service. Thanks for stopping by. :)
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