Customers are the reason that we are in business, and the revenue streams that keep us in business. In a market where you can be competing with hundreds or even thousands of businesses all over the globe, the product or service that you sell is probably not unique. That means if you want to attract, and keep customers you have to have good customer service. One important element of good customer service is responsiveness to customers in a timely manner. No one wants to sit around and wait for an answer. A company that can be responsive will have a happy client base. The question remains, how do you achieve that high level of responsiveness for your customers without incurring a lot of extra costs? The answer is with an instant messenger. Before you blow that possibility off consider the following: 1. An instant messenger allows clients to talk with your company in real time. Unlike email there is no delay in response. 2. An instant messenger will not waste your customer's time with hold. That means less annoyance and no cheesy hold music. 3. An instant messenger can have multiple windows of chat open at the same time. That means that your representatives can work with multiple clients at the same time. 4. An instant messenger is a low cost solution, unlike a multi line phone system. 5. An instant messenger can be hosted on your own systems which means that you can secure it, and your proprietary data, quickly and easily. When you think about all of the advantages using an instant messenger for your customer service to increase responsiveness, it is a high effectiveness and low cost solution to servicing your customers. Now all you have to do is get passed the bias that instant messengers are only for play. This piece should help you to make a coherent case for brining instant messengers into the workplace.
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