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Customer Service & Instant Messaging

Many companies, from the cable TV provider to the local library, as using instant messaging as a way to provide support to their customers. Having trained staff that are can be available 24/7 or just during business hours- may be just what customers need in this type of instant communication world.

For businesses and organizations that feel overwhelmed by the constant use of other communication channels by customers as a way to reach them- email, phone, fax- instant messaging is a new way to reach out to customers that will provide them with the answers they need in a secure environment. It may also free up some of the time spent on the phone, creating more productive employees and happier customers.

While IMing with a customer, an employee is more efficiently able to look up information relevant to the customer’s request, answer a verbal question from a co-worker, and answer the phone if needed. While being able to focus completely on the customer at all times is certainly a priority, not being able to multi-task many being more harm than good to overall office productivity.

It is now more vital than ever to be available to all customers in whatever capacity they desire- whether that be through email, web, telephone, or instant messaging. Staying on the cutting edge of communication will also acquire customer’s respect and show that your organization is most interested in being available to them whenever they need you.

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