Staying productive at work can be
challenging at times. Online services
have enabled most companies to stay productive in the current competitive
market. Online services can enable you to achieve the following:
Manage your suppliers.
Communicate with your customers,
and get their feedback on your business.
Offer services online.
Allow customers to make
reservations or appointments online.
Manage your finances, such as
online banking, tax and paying your employees.
From cutting down on the time you spend on
your email to tracking your workload, you can make sure you are accomplishing
more with your workdays. The following are some of the online services that can
increase productivity in your place:
1. The do-it-yourself phenomenon. The do-it-yourself culture succinctly describes the rise of
the millennial mentality. Customers want to be empowered to get things done at
their convenience. Recently, we have seen the do-it-yourself culture move into
customer service. Today’s customers are busy and often mobile and need to be
able to solve a problem quickly and preferably independently. Customers’ demand
for better self-service experiences, as well as expanded channels for
self-service, is driving higher investments in most companies.
As a concept, self-service is
nothing new. From paying at the petrol-pump or supermarket self-checkouts to
online health fund rebates, consumers do not want to have to wait for something
if they know they can get it themselves. It is no different in the workplace.
At its most basic, an employee self-service system gives employees access to
certain key details about their employment. Because it’s normally hosted on a
company intranet and accessed over the web, staff don’t have to be at their
desks to use it. They can log in from home – or anywhere else with an internet
connection. When they first emerged, these systems did not allow people to do
much more than change a line of address or amend bank details. These days,
thanks to more robust data encryption, employees can apply for leave; look at
policies, share information, book training or download pay slips.
2. Email and text push notifications services. Following Amazon’s lead, many companies, especially shipping
companies, now automatically send customers an email or text notification when
their order has shipped, if something is backordered, or when something
pre-ordered or backordered is available. Similarly, many service businesses,
instead of calling a home phone to confirm an appointment now send a text to
the customer’s mobile phone, along with the ability to confirm, cancel or
change the appointment. This attracts customers increasing productivity.
3. Social customer service. Forget phone, email and live chat: Facebook, Twitter and
other social networks are the new front lines for customer service questions. In
fact, the number of messages requiring a response that people sent to brands
via social has increased.
Social media presents an amazing opportunity
for companies, making customers happy while their friends are watching. As a
result, most companies are building out their strategy and processes for social
customer service. Airlines, such as Delta, even
have separate Twitter accounts just for handling customer service and support
issues. Companies that develop and manage reactive, proactive and preemptive
social customer care programs end up being the most successful. Positive
results also occur in companies that ensure that the people who manage their
social channels are properly trained and keeping track of important metrics
like response rate and time.