Company customer service digital platforms - as a customer, are you engaging with these platforms effectively?

 

In an attempt to reach clients without limitations - especially during covid restrictions - most companies, amongst a large variety of other initiatives, resorted to implementing various customer service digital platforms such as Chatbots, Business WhatsApp, Twitter, Facebook, LinkedIn etc. As a customer, do you understand what these platforms are and how you need to engage with them? Let’s uncap.

Defining Company Customer Digital Platforms

At the most basic level, a chatbot is a computer program that simulates and processes human conversation (either written or spoken), thereby allowing a customer to interact with digital services as if they were interacting with a real person (Oracle, n.d.). For a good example, check out Minet’s chatbot on our website Minet – Secure Tomorrow (www.minet.com).

Alternative to, or alongside chatbots, social media platforms such as WhatsApp for Business, Company Facebook pages, and Company Twitter pages have enabled businesses to engage with customers using features that support customer care. Check out Minet’s social media presence on Twitter, Facebook, LinkedIn, YouTube, and Instagram.

All these digital platforms are meant to extend customer service to clients in the digital age where businesses aim to provide immediate attention to clients, anytime and anywhere. Most companies put in a lot of effort in ensuring that these digital platforms have efficient features and are graphical user friendly for potential and already existing clients. However, what is hardly addressed is how customers should effectively interact with these platforms to enable prompt and accurate responses on these digital platforms.

As much as we tend to believe that these platforms are an explicit representation of human interaction, this is not always the case. They are programmed software and you will recall the basic operating standard for computers which states “GIGO”, Garbage In, Garbage Out. In this case, this means when a user submits flawed inputs, the user is most likely to receive flawed outputs. Let’s discuss 3 basic tips to improve your interaction with customer care digital platforms.

Tip #1: Always assume the digital platform is a person you are meeting for the first time

Users normally make a mistake of assuming that a chatbot already knows you or perhaps that your servicer/account handler is the digital platform. In most cases, digital platforms are handled by general help desk staff who deal with millions of requests and cannot always remember each client while chatbots are programmed using certain algorithms that capture the keywords in your message. Introducing yourself properly to a chatbot will point the system in the right direction to ensure a prompt and accurate response. In a case where you have a reference number or “special key”, always note it and use it to get assistance.

Example: Assume Jane and John are two individuals, both existing clients and seeking policy documentation from Company Y. Jane writes the following message in the chatbot: “Hi, My name is Jane, my servicer normally uses Ref: D2934 when sending me emails. I would like to check if my policy document on my private car is available yet.” John on the other hand writes the following message in the chatbot: “Hi, I tried calling your office earlier and yesterday to no avail. Can you please provide an update on my policy document?”. Thoughts: Who has been most explicit in their request for help and who shall therefore receive the most prompt and accurate response?

Tip #2: Always provide supporting documentation that you feel will contribute to resolving your request

Once you have introduced yourself, if applicable, one should try to provide formal and/or legal documentation that will most likely help the chatbot algorithm/social media help desk manage to redirect your request or application to the right person within the company.

Example: Assume Jane and John are two individuals, both prospects and seeking a motor comprehensive quotation from Company Y. Jane writes the following message in the chatbot: “Hi, I would like to be assisted with a motor insurance quote for my car. Please see attached quotation from my car dealership.” John on the other hand writes the following message in the chatbot: “Hi, I would like to request for insurance cover for my car urgently. Thoughts: Who is most likely to get quicker assistance without being prompted for any follow up questions?

Tip #3: Always leave your contract number/details in case the company representative would like to get back to you

Now that you have introduced yourself and provided documentation where applicable, you have given the social media helpdesk/ chatbot algorithm a lot of information to work with. You would now want to leave your preferred contact detail in case a company representative would like to communicate with you further. 

Example: Assume Jane and John are two individuals, both seeking sponsorship from Company Y. Jane writes the following message in the chatbot: “Greetings, kindly find attached a Request for Sponsorship, an Admission Letter and Academic transcripts supporting my request. Regards, Jane Doe (+266 123 123 )” John on the other hand writes the following message in the chatbot: “Greetings, kindly provide sponsorship as I am enrolled to study next year in South Africa. Kind Regards, John Doe”. Thoughts: Assuming company Y is considering sponsorship, who are they most likely to contact back?

The digital space is for everyone to enjoy. You will find that some digital spaces can save you a lot of time and money when used adequately and effectively. Goodluck!

Kelebone Mona ǀ IT administrator ǀ Minet Lesotho