9 Ways to Improve Your Customer Service

5. Incorporate customer self-service options, Muchow advised. The ease and availability of self-service options on the Web, such as search, frequently asked questions, guided search and many more, are in high demand from consumers looking for quick and easy solutions to their problems.

6. Make it easy to transfer from one customer service channel to another, Gliedman said, such as the ability to transfer from IVR to a live agent. If you send a customer service e-mail, make sure it includes your telephone number so customers have the option to speak with live agents. At the same time, make sure all phone calls provide online options.