How modern customer service tools are keeping customers happy

Modern customer service looks very different to what it did just a few years ago. And, the driver for this change is technology. Tech has provided customer support teams with new ways to service the customer. Furthermore, customers have come to expect a higher level of service from every organisation they give their money too.

Let’s take a look at how modern customer service tools keeping customers happy.

Text alerts

Customers hate not being updated. So, in 2019, using text alerts to let customers know what’s happening is essential to great customer care.

For example, food delivery services text customers to let them know an order is on its way, while retailers and delivery companies send alerts to let customers know when their package will arrive (often down to the hour). So why should customers expect any less from service-led companies?

What’s more, it’s not just customers who benefit from the communicating of information via text. Businesses that use text alerts are also gaining an advantage over competitors who still use methods like phone or email as their primary means of communication.

Self-service customer support

Creating a knowledge base full of FAQs is a great way to empower your customers to help themselves. Indeed, 91% of consumers will use a self-service knowledge base if available[1]. And of course, this has a positive impact on your operations as it can significantly reduce the number of support calls you receive.

Artificial Intelligence (AI)

Taking things to the next level when it comes to supporting customers, live chat tools are now increasingly popular. In fact, many customers – both B2B and B2C – prefer to chat with someone in real-time and online, rather than call a company for support.

But with advances in AI technology, it is becoming possible to combine live chat and self-service support. And, an increasing number of companies are choosing AI chatbots as part of their customer service solution.

With the ability to provide rapid answers, without the cost of employing people around the clock, AI-based chat tools can deliver positive customer interactions and handle simple first-repose enquiries.

Of course, despite the tech, sometimes human assistance is still necessary. And the good news is that blending IT with traditional support channels is a great way to keep customers happy. Let’s face it, if you can automate simply queries, your staff have more time to focus on more complex customer care.


Online portals and dashboards provide your customers with access to all the latest service and performance reports, without having to rely on calls or emails. So, here again, your customers get access to all the info they need, and the admin burden on your team is reduced.

But not all dashboards are created equal. Find out what you should look for in a customer portal.

Today, keeping customers happy is vital. And with the technology available to do this, service-led companies not currently investing in customer service tools will suffer as a result.

Help to improve your customer satisfaction levels – all for one affordable monthly payment. For more information on how our service management software can help your customers, contact us today for an informal chat.



[1] Zendesk