Any new development in technology is bound to bring excitement and a moment of joy for everyone likely to impact. We are all witnessing the rise of smart Chabot, self-service avenues, cryptocurrencies, and the growing scale of Artificial Intelligence. All of this together is a beacon of hope and poses greater room for development and making the routine customer service activities easier.
However, newer developments come with newer concerns, and the fear of the unknown remains. Getting accustomed to an entirely new piece of technology can be costly and takes a steep learning curve to climb as well. Besides, there’s this ages-old myth with a hint of reality to it; Is it going to steal the human jobs? Is this the time when robots take over? Well, No!
Most, if not all, new technological developments have been instantly adopted by major businesses. Moreover, customer support departments, as in the case of several high-end service providers, have surpassed customer satisfaction metrics by adopting the latest technology in a timely yet effective manner. Whether you want to bargain your internet prices, a service outage, a crappy internet service, or you can’t find the updated channel guide, your provider’s customer service has answers to it all. Here we list down a few takeaways customer support has for the times to come.
Video Conferencing is bound to grow
Eye contact is a powerful tool and customer service agents often take advantage of the opportunities it comes with. This is where video call with customers come in. This kind of visual contact that is more humane facilitates gaining trust and helps the customer understand better by incorporating bodily gestures along with vocal instructions. It is easier to show empathy and truly understand a customer’s situation, thus leading to a more effective way of resolving those issues. The returns on investment have been significantly higher with more face-to-face interactions.
Instantaneous Chatting is taking over Traditional Email
Email takes time to respond and time is what most customers can’t afford to lose; time is of the essence, after all. Email support has proven to be one of the slowest forms of support which a lot of customers do not really like.
Real-time messaging lets folks on both sending and receiving end to communicate faster and get their issues resolved instantly. This is almost as big of a paradigm shift as it was going from snail mail to e-mail, and now from e-mail to real-time messaging. In order to keep up with the trend, a business needs to stay equipped with the latest tools and technologies to match the pace of consumer development.
Bots and AI to the professional rescue
Let’s get one thing straight first, robots and artificial intelligence are here to help and not replace us. Bots are the next most intelligent means of effective communication if backed by excellent technology and great programming. With their ability to learn and grow from the experience, bots can answer to a point where reps will only have to intervene where bots fail to reason based on historical behavior and the questioning streak of a consumer.
Self Service will be all the rage
Self-service has existed ever since someone wrote a user manual for the first time. And with greater developments with bots and Artificial Intelligence, newer avenues are growing in the self-service department.
These developments are bound to affect not just customer service but also other paradigms of our lives. It has now been normalized to the extent that people now expect to have more possibilities of self-service in their regular interactions with businesses.
Customer satisfaction will be a success defining metric
With its growing importance, customer satisfaction will reach a point in importance where it will be a core-differentiating factor between businesses. Consumers will make the choice based on this metric. Businesses will ensure competitive advantages based on this factor and it will gain a point of prime importance in business operations. So preparing ahead of what’s bound to come is never a bad idea.