Technology trends : In the faced paced environment that we live in, customers only expect the best, and that too in less time. The use of technology in customer service is therefore a necessity. There is no way that companies can manually handle customers’ growing needs. This opens the path for tech-based customer service. Your business doesn’t have to be one related to technology, you can still incorporate the tech. Investing a little in this field will get huge profits for your business.
In addition, it will also build loyalty in consumers toward your brand or business. People want to use a service that puts their needs first; these are resolved on a priority basis. To have an internet connection that doesn’t just provide excellent services but is also available all the time for its customers is no less than a blessing. Kinetic Internet is up to par with the needs of this advanced world. Your internet-related issues are dealt with and resolved as a top priority with 24/7 available customer services.
Here are some trends that will see the use of technology in the field of customer services in the coming time.
1. Omnichannel Customer Support
There is rarely a business these days that is present only on a single platform. The diversity in platforms has increased the chances of higher sales and presence for brands. But the problem is that it can be a difficult task to have separate customer support for all the channels of operations. This is where technology comes into play.
Omnichannel technology merges all the communication from all the platforms in a single place. This makes it easier for the customer to reach customer support and get the required help. Stats show that customer retention increased by about 90% for businesses that used this service. So, whether it’s social media, an e-commerce website, or any other video platform, customer service won’t be lacking anywhere.
The brands want to invest in customer support that provides services that are tailored to the needs of the customer. This helps in enhancing the customer base, which in return helps in increased sales.Data shows the importance of this technique. Customers can pay more if they get customer services according to their needs. Hyper-Personalization is the next level of technology in this field. It will help in the provision of a kind of physical customer support but online. This doesn’t only help in resolving the issues of users. This also gives them important recommendations to help them with the purchase and other needs.
3. Remote Work
One of the biggest advantages of technology in the customer service arena, or other fields for that matter, is the facility of remote work. For many jobs, the employee doesn’t have to be on the field or at the office. Have the required tools and a stable internet connection and you’re up for any task. Technology is not only pushing customers online, but also customer service providers.
There is less need to be confined to call centers. A basic command room can redirect calls to the providers who can deal with them sitting in the comfort of their homes. Services other than calls such as social media, emails, and live chats are already being handled remotely. This not only provides facility to the support staff but also saves businesses from having expensive office space.
An AI-powered chatbot and an integrated knowledge base are sufficient to provide customers with a self-service facility. It is more feasible because customers better know about their issues. All you need to do is develop a database and build a navigable FAQ option.
As a front face, a chatbot is a good choice. It takes only a few seconds for customers to find what they’re looking for with help of the chatbot. On average, companies with chatbots have a higher response time than those without a chatbot. The response difference is around 6 hours. You don’t need advanced technology to build a chatbot. With a little effort and you can provide excellent customer service in a little period.
5. Mobile Optimization
Most of the communication we make it through phones. Businesses need to keep this in mind when designing software for customer services. Such should be made that can be accessed easily through mobile phones. Some tips are that the customer support button or option should be visible.
Make these options integrated so that customer doesn’t have to spend much time getting help. The links for this service must be single-click sensitive as well. Businesses should also track all the data that is being shared with the customers for better services. This also helps in the identification of any faulty information being passed on.
The world of customer service has changed manifold and is expected to become more advanced in the future. With the integration of technology, the response time has reduced and the rate of customer issue resolution has increased. This proves that technology is making customer services fast, accessible, and reliable.