The Role of Technology in Boosting Customer Service
We have steadily become dependent on technology, and that too for the right reasons. It has made so many tasks more accessible, especially for businesses. The core objective of any business is to serve consumers while making profits. But just as a plant cannot survive without water, a business cannot suffice without technology. The impact technology has on consumer services has also been picked up by the customers themselves. According to Microsoft, 67% of people believe customer service as a whole has improved. This article will delve deeper into the benefits of technology and seek how does it assist customer services. However, there is also an increase in competition, so you need to know how to stand out. Here’s how technology has played a pivotal role in customer service:
1. There Is More Personalization
These days everyone uses smart devices for every task. Anything they want, they can download an app for it. However, it sometimes goes beyond an app on the phone. You can choose what notifications to receive and can choose to stay updated with the latest news and unsubscribe when you want. The users also get notifications if the app may be under maintenance.
2. Services Are More Accessible
People are always on the go, and sometimes they don’t have the time to stop and get in line for a store or wait at an office. And this is where a self service kiosk plays an instrumental part between customers and their services. These machines allow consumers to access different services. The government, along with the entertainment sector and the healthcare sector, benefit from them as stakeholders.
For example, if a customer wants to reserve a room, they can use the self service kiosk to do it for them. It has minimized the need for customer representation and streamlined the service industry as a whole. However, minimized customer representation doesn’t mean they are redundant. It means representatives can now focus on other tasks related to customer services. At the same time, the machines take care of repetitive tasks.
3. Communication Is Easier
Gone are the days when a customer had to dial a number and hold the line. Customers also don’t have to be mindful about the working hours since technology has fixed it all. Consumers can go online and connect with businesses right away. They can pose their questions through emails, direct messages, or leave behind audio notes.
A customer representative will get back on the audio note, but chatbots talk to the customer in most cases. The AI makes use of frequently answered questions and engages with them when it interacts with the customer.
It also uses predictive analysis to make suggestions and provide customers with more options similar to their purchase. As a result, consumers not only get what they want, they also get their questions answered. If a business wants, they can index a page for frequently asked questions. Companies can also use the data to optimize their website and make for a better customer experience.
4. A Shift in Customer Training
There is more personalization in the way customer representatives behave with consumers. They can no longer work with one-size-fits-all. Customer representatives now go through much more lucrative training. Representatives use digital tools to study customer behavior. It becomes easier for them to visualize the demographic, their age, and their interests.
As a result, consumers now get advertisements that cater to their specific needs. Data-driven through deep analysis guarantees a purchase instead of generic advertisements. It also makes for better customer service. Your consumers will like content more tailored for their needs. Businesses will also learn where they need to add representatives and where they should completely shift towards machines.
5. Social Media Has Become a Tool
Social media has become a source of empowerment for consumers. They can use it to either leverage a brand or leave a bad review. It is the reason why brands are more transparent now with their customer service. They cannot cloak reviews to save their reputation and are more active in social spaces and intricate far more with their consumers.
Customers can also use social media to reach out to a brand through direct messages and share content across their timelines. All of this makes for advanced customer service in social spaces.
6. Cloud-based Solutions
Cloud-based solutions have reshaped the way businesses approach consumers. Consumer data is available anywhere at any time. So if there is a need for modification, it is done right away. An example is the medical sector. Nurses can share data on their patients in case of an emergency or referral, so they get treatment right away.
Cloud services have also made team collaboration possible. Multiple teams can work on the same data and make specific amendments. It is far easier to listen to what a client wants and work with them in real-time. Not only does this save time, but companies can also now manage more customers instead of months on one.
7. Good Relationship between Clients and Brands
As technology has made businesses transparent, consumers are happier with their brands. There is an increase in the way customers trust their brands. In return, companies have more loyalty programs and special membership programs for their consumers.
When customer service is at its peak performance, there is more room for expansion as a business. It is necessary as enterprises need growth to expand their capital. Businesses can now cater to a more extensive customer base with the increased expansion. It leads to more customer services and better support.
Technology is monumental for customer service. Consumers now enjoy a more personalized experience. Services have become more accessible as businesses now use automation for better communication. Social media is at the forefront of this revolution in customer service. In contrast, businesses are using technology in the form of cloud services to work with their customers.12
There are now better relationships between consumers and their brands. The culmination of technology provides for better consumer and brand relationships that mutually benefit both parties.