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Enterprise instant messenger Clients and Customer Services

An enterprise instant messenger has a lot of benefits to the organizations that use them.  These benefits add to the value of the tool.  Today we are going to take a look at how an enterprise instant messenger can add value to your customer service process every step of the way.

Filing the complaint

If your complaint systems working on IM there will be no annoying forms for customers to fill out, or reference numbers to keep.

Waiting for a response

When your customer sends an email or fills out a form they may have to wait up to 72 hours for a response.  72 hours in which they are getting irate and telling people about your poor service.  Not exactly the image that you want to project.  An enterprise instant messenger can give your customers immediate feedback.

Getting the support

A customer can get an answer, or a fix in real time which gives you a positive image and helps users to help each other.

Food for thought.

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