The introduction of technology in customer service has been a blessing for companies. The customer engagement and customer retention rates are higher with technology usage. The advancement in video, real-time messaging, machine learning and chatbots, self-service portals, cryptocurrencies, and AI customer care services – all showcase big changes in the field of customer communication and customer services outsourcing.
The inclusion of the latest technology has made it essential for companies to provide customer support because customers might need it to understand the technology. Also, employees need constant support and learning sessions to understand complex technologies, especially those working in the financial services sector. There are software security protocols and limited user agreements that an employee needs to understand before getting into software usage. Financial services outsourcing can help such companies, credit unions, or banks overcome operational issues related to technology transition.
While companies are happily embracing technology and automation, employees fear that it will steal their jobs. However, this is not true. Technology in customer service will not replace humans but will make humans more efficient in doing their jobs. Now that we are assured technology will not cut-down employment opportunities, it is a better idea to look at how the application of technology influences customer service over the next decade.
How will technology evolve the future of customer service outsourcing?
Your brick-and-mortar stores are not the only place where customer interactions with your business take place. With the booming eCommerce industry, the need for omnichannel support has increased by manifolds. Some customers can connect you through social media or web chat and get an idea about your brand from third-party review sites. So, in an era where most of the happenings are online – from brand image creation to customer acquisition, the value of an eCommerce call center has heightened. The call centers are accountable for customer service, answering services, order processing and management, online reputation management, and modern-day functions like technology troubleshooting to make shopping as convenient as possible. Besides, call centers also provide omnichannel support through CRM integration, chatbots and other omnichannel technologies.
How is omnichannel different from multichannel communication system?
Omnichannel support is different from multichannel support. Omnichannel support syncs all your communication channels together and put them in a centralized system, so both the customers and customer service reps can coordinate seamlessly.
For example, whenever a customer comments on your social media page, you will get the notification in your email. Your service team can respond quickly to the customers just by monitoring one platform. It will be easier to keep track of every customer who engages with your business anytime, over any platform.
An eCommerce call center has agents who can assist customers over omnichannel solutions. The representatives can easily transfer the case to other mediums to get more accurate and effective support.
Will Real-time messaging outperform email?
Is email dead? Is webchat taking over email? Well, no and yes. Communication channels evolve. Just how video conferencing apps became the showstopper during the COVID crisis, you can expect something more advanced to outperform video calling apps. Present-day customers are more chat-savvy. However, this is not true for B2B business. The importance of email communication is still there. Email channel has become more of a marketing and sales channel than customer service. Email and newsletter campaigns are carried out to generate leads.
Today, most customers expect real-time support over chat or video calls. Businesses look forward to customer service outsourcing because most customer service providers understand the importance of real-time communication support. They can provide chat support, email support, social media communication support and use features to determine the responsiveness. Poor responsiveness is a sign of sub-standard customer service that no companies wish to deal with today.
By upping your communication technologies and reframing strategies while still using email for important document sharing, your business will improve in no time.
How technology help make remote customer service normal?
What’s in store for customer service in the new normal era? The space-age customer service providers, who once leveraged telecommunication call center for effective communication, will push customers and service reps over digital platforms.
Instead of being confined to VoIP and IVR, customer service reps will have more data, tools, and platforms to provide support remotely. For instance, BFSI companies are trying to support their customers remotely and take the whole operations online. This was nearly impossible until a few years ago because of the risks of data theft and sensitive information breaching. Today, ATMs are being converted to VTMs or virtual kiosks. The chatbots have improved the services of human banking advisors and financial services outsourcing providers, ensuring 24/7 assistance to the customer in adapting the new-age technologies and sitting conveniently at home.
As companies measure the savings by reducing office space, it will become common for service reps to provide support remotely.
Why is technology the key to personalized customer service?
To every business, customer service is an important function. The customer service representatives help maintain a company’s relationship with customers. Customer loyalty comes from a healthy relationship with businesses and without customer trust, businesses struggle. Thanks to technology for making customer service more convenient and to-the-point.
The incorporation of automation, machine learning and Artificial Intelligence improved multichannel customer service. Now, responding to customer’s needs and staying on top of customer service has become easy with technology.
Shape lines of communication
Are there any best ways companies can use technology to improve customer experience? Today, customers can reach out to customer support teams over multiple channels, and not just over the phone between 8 a.m. and 5 p.m. or during a specific business hour. Today, a customer wants to contact a business at any given time and communication channels like text message, email, live chat, social media or phone.
Cater to needs of younger generation
The young generation is more tech-savvy and would more likely contact a company through Twitter or Facebook than by calling. They like to have their questions answered over chat or text. Aging demography, however, like the convenience of being able to converse with a real human on the phone.
The point is that, along with telecommunication call center services, it is essential for the customer service department to use the latest technology.
The point is that if you want your customer service department to be successful, make sure you offer a variety of options for your customers to contact company representatives to have their needs met quickly and efficiently. Regardless of your audience, having options is the only way to really test what works. One company that does this well is Macy’s: while they’re missing a live chat option, their website is a good example of making it clear that they want customers to contact them.
Keep Customers Informed
A crucial aspect of delivering good customer experience is keeping your customers well informed about your products, services and industry knowledge. By leveraging technology, you can keep customers informed more conveniently and speedily. If your phone lines go out of service and your site is temporarily unavailable, you can rely on other channels to assist customers and apologize for the inconvenience. In case of a new product launch or an upcoming event, posts on social media with all the required information can keep customers updated. Futurist companies choose customer service outsourcing so that their customers stay informed and loyal to their brand.
Infusing technology into customer service is a win-win for both companies and consumers. It is used to improve your lines of communication, proactive interaction with customers, and responding to evolving market demands.
Alicia Johnson is an outreach consultant for multiple technologies industries. With expertise in corporate communications and practical knowledge about different technologies, she has spent the past 7 years working in the technologies industry and she loves to share her experience with readers.