Technology and Customer Services
Technology and customer service are two continuously advancing trends. Both terms can be combined to connect customers with technological tools to create convenience in the day-to-day activities either for the customers or from the perspective of an organization.
When customer service is given technological support, it not only solves and segregates the technical issues related to a query but also makes the operations more cost-efficient.
Trends in Customer service technology:
- Chatbots and AI entities. For example, live chats with bots or real-time agents who are there to help you 24/7. While chatbots respond to the customers’ queries that might be similar to basic FAQs, however, when the queries seem too complex for chatbots to resolve, a human agent takes over to help them solve the problem.
- Customer portals (self-service). The self-service part helps the customer support and saves time that can be spent on improving other services and general processes like delivery or quality. This saves both costs in terms of hiring more and more people and also from recurring costs of handling issues and resolving them.
- Voice Responsive Interactions. Interactions are important and humans need a human touch in the form of customer support to be able to feel that they are listened to and also being understood, to keep the customers satisfied and happy. Xfinity customer service provides similar human contact in their communication channels, for those who don’t prefer live chat communication with chatbots.
- Customer Service Software and Automation. Using tools to manage the operations and processes, like customer relationship management software or other tools like Zoho Desk for Live Chats, Zendesk for Help Desk software, or Self Service software like Freshdesk, all of which are rated above 4.2/5 and there are any rated even higher. This helps control task management and goal fulfillment. Then there is the automation of tasks and processes that speed up the work for an organization and AI can help accelerate growth and customer support.
Future of Customer Service and Technology:
Customer service technology has an emerging market in the future, as large organizations and even small firms are shifting their customer service departments towards automated software with the help of which they can bring up efficiency, accuracy, and effectiveness to their organizations. Some of these software include CRM (customer relationship management), ZOHO, and Salesforce.
Although these software require huge sums of investment, organizations are still willing to take the risk of implementing these in their operations.
Customers nowadays are reluctant to file complaints against the products or services of a company. With the world advancing digitally, they also prefer giving feedback and placing their orders of interest online on websites or applications rather than physically going to the offices or outlets of a brand.
The global presence of a brand can be created by using social media and when you will have different online platforms for getting orders generated, it will add up to the expansion of your business. For example, Amazon can receive orders and ship them to various parts of the world because they have got a customer base that is spread worldwide. Many other brands are now operating internationally as they have invested in the implementation of technology within customer service. This creates a sense of loyalty in customers when they are assisted and provided great after-sales services for their products.
The Technological Revolution in Customer Service In The Future:
- Personalized Customer Service:
- Customer Service Decisions Analytics
- Reduction of Manual Tasks
- Proactive integration
Technological approaches in the customer service segment are not limited to this extent. It keeps on updating day by day just like the trends in information technology.
When instigating future trends in the involvement of technology with customer service, we can comprehend that it would be a wise decision for an organization even if they have to invest millions in the implementation of these software. Because this can guarantee multiple returns for them in the future by building up a potential customer base for them. Those customers will be satisfied with the convenient service of the software and be directed towards the quality products and services of the organization without having any suspicions.
Final thoughts
The upbringing of software in customer services and their relationship with other entities has created ease in the efficiency of operations. It has removed the manual work from organizations by bringing automation in the business processes regarding customer satisfaction and also helps in retaining them. This further expands the brand image of an organization.
