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Technology Trends for Better Customer Service
Technology has disrupted the way brands interact with customers. It’s no longer just about how your business presents itself to customers, but also how you can use technology to better serve them. This is especially true for customer service departments, where it used to be that the only tool at their disposal was a phone. Now that technology has evolved, businesses are finding new ways to better assist their customers through social media interactions and other channels.
For instance, Spectrum customer service is available 24/7 to their customers. Due to the 24/7 assistance, Spectrum has received a positive ranking in the Customer Satisfaction Index. A high ended customer service helps to sustain the position of a brand in the market and Spectrum is one of the leading telecommunication brands.
It’s no secret that the way consumers communicate is changing. The internet has given rise to new platforms and shortened attention spans. Customers are now able to reach out at any time, day or night, without needing to wait for business hours.
Change in approach towards customer service
Every business is trying to improve its customer service. If you aren’t, you should be.
With the advent of social networking and review sites like Yelp and Angie’s List, customers have more power than ever before to influence the success of a company. And studies show that many people are abandoning companies that don’t live up to their standards for customer service.
Customers are doing most of their research online before contacting a business, which means it is more important than ever to make sure your website is optimized for mobile devices and has the best user experience possible.
Multiple channels for customer support
The customer service landscape is changing as customers demand better technology and more convenient options for getting help. We’re entering a new era of customer service where customers don’t want to wait on hold and they want instant access to live agents.
Live chat and other self-service solutions are quickly becoming the norm, and businesses can no longer afford to ignore these emerging trends.
Rise of Chatbots
Chatbots are computer programs designed to simulate conversations with real people through messaging apps like Facebook Messenger and Whatsapp.
AI is vastly being used in customer service to offer ease to all customers. Instead of making customers wait on calls, they get automated responses for the queries. Customers hate to wait for long, and if they get a quick response they feel satisfied.
Omnichannel customer service
If we want to build a business that can thrive in the digital age, customer service must be an integrated experience. That means using various channels like live chat, social media, and email to interact with customers.
The way we access information has drastically changed. We’re no longer sitting at our desktops waiting for the phone; we’re scrolling through our newsfeed and snapping photos and videos on our smartphones. A customer service strategy needs to be inclusive of all these channels.
When we talk about omnichannel customer service, it means providing communication across all possible channels: phone, chat, social media channels, and email.
New technology trends in customer service
Customer service is a critical part of a thriving business, and it’s a part that people often struggle with. The problem is that customer service has been everywhere for a long time now, and there have been few major advances in how companies interact with their customers.
Customer service is becoming more of a technological field. Artificial Intelligence, Chatbots, and Voice Assistants are quickly gaining popularity in the market. These technologies are useful for companies to connect with their customers on new levels.
Recently, there is enough work being done on robots. Shortly, people will be able to interact with real robots and they will assist the customers in the best possible manner.
We live in a world where we can stay connected with anyone and everyone, anywhere. With the rise of smartphones and wireless internet connections becoming more and more common in the workplace, employees are expected to be available 24/7. This has made customer service extremely challenging for businesses across all industries. Now more than ever businesses need to invest in technology that will help them improve their customer service efforts.