Skip to main content

How to Build a Strong Customer Service Plan

By September 15, 2012March 6th, 2023Technology News

The new customer service trends are coming in for 2013 already, and we’re not even done with 2012. Small businesses are getting polled, and one victor has started to emerge: personalization. Most small businesses have put this trend on their top three list, even if it wasn’t the top trend they predicted. The key to customer service plans in 2013 (much like it has been in 2012) will be the ability to present prospects with what they want, how they want it.

So how do experts manage to allow customers to customize their experiences, but still make money?

Start with the Small Things

Have you tried asking your customers questions about your business? You can start with something as simple as how they interact with you on a regular basis. Send out a poll that allows your current customers to pick their favorite way to talk to you (over e-mail, on the phone, live chat, etc). Take the most popular answer and integrate a beta version of it into your system. For example, if customers prefer live chat, grab some live chat agents and open up a beta test for a small group of your customers so see if they like it. If it works, then you have yourself one part of a customized experience for your customers.

One Step at a Time

I know, it’s exceedingly exciting that you’re gaining more steam because you’re listening to your customers. It’s okay to be gleeful, but make sure you still take it one step at a time. Implement one tool at a time and make sure you go through the proper steps – polling, testing, and integrating – with each and every feature. You’ll thank yourself for it later when something doesn’t work and you have a chance to pull it out of beta and move on to the next idea instead.

Jason Manteiga

Jason J. Manteiga, Vice President of Olmec Systems, has been part of the company for over the past 20 years. He believes that having a great work environment and supportive team, is the ultimate key to success. Since being in the IT realm for over 25 years, Jason, along with Olmec Systems, has been on the Inc. 5000 “List of America’s Fastest Growing Private Companies” and Channel Futures MSP 501 “Top Managed Service Providers in North America,” along with other awards and nominations. Jason earned his Bachelor Degree in Information Systems from the New Jersey Institute of Technology. He also holds certifications in Microsoft MCSE, VMWare VCP, and Cisco CCNA. In his spare time, Jason is a contributor for The Center for Social & Legal Research (Privacy Exchange) and a member of the Morris County Chamber of Commerce. His hobbies include cycling and kayaking. He currently lives in New Jersey with his wife, two daughters and son.