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6 Ways Technology Will Affect Future Of Customer Service

New technologies in customer service, support, and success is generating a lot of interest. The development of video, real-time messaging, chatbots and artificial intelligence (AI), cryptocurrency, self-service and even customer service itself all hold the potential to significantly change how customer success practitioners go about their daily business.

But difficulties also emerge with new technology. New technologies have a steep learning curve when it comes to using them and adapting to them, and implementing them can be expensive for enterprises. The majority of new technology will only be used to improve the productivity of those in customer-facing roles. However, these technologies might alter your employment, which is where these forecasts come into play.

How can these new technologies aid businesses and business processes now with customer service?

Video interaction between individuals, in reality, will rise.

Customers will increasingly consider non-video, real-time spoken conversation to be a thing of the past since eye contact is so potent. Companies that use video, whether synchronously or asynchronously, as “video voicemail” (like Loom) or “video conferences” (like Zoom with video), are technologically advanced. The video is not just an increasing consumer expectation, but also a practical tool for vendors to use to expand their businesses because we know that eye contact strengthens relationships and encourages openness (whether in business or in your personal life). You should start using video voicemails right away, and if possible, face-to-face encounters with consumers should be included in booked appointments.

Remote jobs will spread more widely.

In addition to driving clients online, the future of customer service will also relocate service representatives there. Service representatives will have additional tools to work remotely rather than being restricted to call centers. Instead of needing to work in an office environment, they can respond to consumer enquiries from the comfort of their own homes.

Aside from offices and call centers, the majority of service channels are already usable elsewhere. Even a smartphone can be used to access email, live chat, and social media, and the majority of business phone services have cloud-based options that let you work remotely. Service representatives working remotely will become much more popular as companies realize the potential savings of cutting up on office space.

Self-service will be required at all costs.

Self-service has existed ever since the first user handbook was written. However, as already indicated, AI and bots provide new self-service possibilities. But more importantly, users and consumers are evolving quickly, and they now need more self-service options than ever. According to the popularity ranking shown in the chart below, businesses offer a variety of self-service options to their clients.

Individualized customer service training will be provided.

Traditionally, customer service training has been generic. However, training will become increasingly individualized to the needs of the employee as sentiment analysis techniques make it simpler to pinpoint each rep’s strengths and flaws. Employees who are more technically knowledgeable will receive training that improves their soft communication abilities, while representatives who require more time to grasp the product will be able to master its features.

Customer success will become a competitive differentiator.

There is simply too much progress being made in the customer success sector and by businesses looking to maximize customer value. Additionally, the ideas behind customer success are spreading beyond the software-as-a-service (SaaS) sector. It is expanding and increasing swiftly. It will be thrilling to watch the takeover in the customer success business when customer success becomes standard practice, similar to how customer support is today. However, when that occurs, it will present a fresh obstacle for businesses wanting to expand their clientele. Even while switching costs for consumers are declining, successful, established businesses will have happier customers overall, pushing the bar even higher for new competitors.

Social media will become a standard customer service tool.

There is simply too much progress being made in the customer success sector and by businesses looking to maximize customer value. Moreover, the ideas behind customer success are spreading beyond  the software-as-a-service (SaaS) sector. It is expanding and increasing swiftly. It will be thrilling to watch the takeover in the customer success business when customer success becomes standard practice, similar to how customer support is today.

However, when that occurs, it will present a fresh obstacle for businesses wanting to expand their audience. Even while switching costs for consumers are declining, successful, established businesses will have satisfied customers overall, pushing the bar even higher for new competitors. Businesses will need to come up with a strategy that handles impromptu social media encounters, whether this is a message service or a dedicated rep. This implies that users seeking to provide feedback will have realistic options on social media platforms like Facebook, Twitter, and Instagram.

The newest technological advancements and economic growth will determine the future of company and customer service.

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