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5 Ways Technology is Shaping the Future in Customer Service


Over the past 10 years, technology has made significant changes in all spheres of human experience. Without a doubt, it’s a gradual climb to bigger and better things in the upcoming years. Some technologies have already set their roots in customer service for the past years, while others are just emerging, but it’s evident that they’re changing the way we provide customer service for the long run.



Self-Service Optimization


More often than not, one of the most effective ways to please your customers is to not intervene directly at all. In order for this to work, you need to take effective steps towards the dissemination of information regarding your product or service.

Customers don’t like to be confused or lost when they are looking into a potential product and chances of churning are more likely if they feel this way. As a solution to this, there are several methods you can use to optimize self-service in your brand: bots and AI, virtual assistants, detailed FAQ pages, IVR, and more.


The transition to self-service is becoming mutually beneficial for both consumers and producers. With the implementation of bots and IVR, customers are able to receive quick answers to questions and concerns which would otherwise require the assistance of a customer service specialist.


With self-service optimization, fewer people are waiting on hold (and possibly hanging up) in order for a simple command or question. Self-service filters out the repetitive questions which can be answered automatically, leaving customers to call in when the issues are more complex. This employs 24/7 customer service with half the manpower.


“One-click” experience


Digital revolution has shifted expectations. Consumers of digital era are expecting “one-click” experience from their interaction with businesses. And it isn’t surprising that customer service is moving into the world of mobile applications too.


With such a large reliance on mobile devices, it’s best to integrate them into your customer service strategy. There are several approaches to increasing customer service via mobile apps, anywhere from CRM tools and data analysis to booking and queue management. This plays well into effective self-service optimization as well such as mobile apps which allow menu views at restaurants. Another approach to using the power of mobile technology for customer service is shortening queue times through in advance booking. Companies like Earlyone are tapping into this new approach for customer satisfaction which is expected to become more applied as technology continues to innovate.


Data-driven customer service


Effective customer service is not something that is always reached explicitly. It’s important to take a step back every now and then to look at the data and see what is working and what isn’t. There’s no more time to waste on speculations or guesses when analytics and collective data show all the trends of the target audience.


Customers are most pleased when their needs are in sync with the brand. By analyzing demographics, similar interests, and any other available information, your business can ensure the satisfaction of your client base. Finding this information can be as simple as using Facebook or other social media insights as a guide to notice trends and patterns for market research. If you are able to ‘identify and implement’ the right changes, your audience will appreciate the efforts made towards their interests.


Social Media as Customer Service Tool


Your reputation across various social media platforms is just as valuable as your website or branch locations. No one likes when they are interested in a product or brand and search for it through social media only to see no reviews, outdated photos, or slow response to messages.


This is the triangle of “dont’s” you should look out for when determining if your social media customer service experience is up to par or not.


Social media platforms give you the opportunity of closer interaction with your client base now that traffic is directing away from standard webpages. Is your service going to be unavailable for a few days? Post a status update and let your clients be aware.


If your social media managers can’t stay on top of the endless messages, implement an automated response system to shorten response times.


A lot of how you interact with customers via social media shifts how they feel towards your brand. Establishing trust with your current audience and long-term clients is just as valuable as attracting new ones and social media is the perfect modern-day outlet to achieve building this bond.



Giving Customers a Voice


Tech developments are increasing the role of the customer’s voice more than ever. With the internet offering more than a dozen platforms for people to share their experiences, customers are feeling valued with this freedom. Whether they want to share a positive or negative experience, it’s no longer reliant on oral discussions.


Customers now need the option to share experiences and leave reviews no matter the brand. Companies who are hesitant regarding this or go as far to remove negativity from their platforms result in higher churning rates. Customers are using their freedom of speech through technology and business owners must learn to take advantage of this in order to improve customer service satisfaction.


Technology doesn’t fail to give us nearly unlimited options and routes to take with our customer service strategies. The best part is that there is a constantly open field for new innovations and even alterations to the current, meaning that there is always going to be fresh approaches to keeping customers satisfied. Even if you prefer traditional methods and approaches, it won’t hurt to give the new ones a try since they may work out for your advantage. Either way, we can’t deny that technology is shaping the future of customer service in creative and unexpected ways.