"Three things you should look out for when selecting a customer service platform, such as multi-channel management. The ability to handle complaints from multiple channels"

Today, the growth of technology affects consumers. That's why, brands must understand and respond quickly to their consumers' perceptions. Remember, consumers now have a lot of opinions about a brand through digital platforms. One of the things that customers can do to be responsive is to use a special platform for customer service. In addition to making it easier to manage every incoming complaint, it also helps speed up solving client problems.

However, when using a customer service platform, select one that suits your brand's needs. It is unfortunate if you have made a large investment, but the implementation is not right and makes you lose your profits. In this case, there are several things you should consider in selecting the ideal customer service platform.

Multi-channel Management

Conversations in the digital world are various and growing. Every day, millions of contents are produced, and it provokes various conversations from netizens or consumers. Not to mention, if consumers complain or give feedback directly to a brand's digital assets, of course it will overwhelm the brand to record every conversation that contains complaints. For this reason, you must select a platform that has the ability to handle complaints from various channels.

Read More: 5 Hal yang Perlu Anda Lakukan dalam Customer Service

Live Chat/Ticketing System

Live chat or ticketing system is a standard feature that must be owned by a customer service platform. With this feature, agents from the customer service team can directly chat with customers online. In addition, you can also manage and organize tickets or complaints from customers easily.

Analytics & Reporting

With this feature, you will get insights on team performance, time spent to resolve a ticket, customer satisfaction, and other indicators. 

To select a customer service platform, it must have at least these three capabilities. Sociomile, as one of the leading customer service platform providers, provides more than the three features above.