Technology is becoming extremely important in our lives, and if companies want to deliver a great customer experience, they have to embed it into their daily work. This article contains the most important trends in client service related to the world of technology and its latest trends.
1) Extensive use of chat and instant messenger
Instant messenger services can be a very powerful tool in customer service. They are convenient, quick, and multi-channel. In addition, they are available around the clock. Chat and messenger services are the right solutions in a world where no client is willing to wait and everyone wants to get what they’re looking for asap.
2) Increased importance of social media
Nowadays, social media platforms are still frequently used as one of the main marketing methods for many companies. Facebook, Twitter, and Instagram are great places to promote a product. However, the role of social media as a customer service contact point is also increasing. In fact, in the near future it will almost certainly be regarded as one of the key communication channels.
3) Significance of self-service
Everyone seems to be in a hurry these days. People want to get the service as soon as possible. They dislike being kept waiting. A company can easily provide more efficient service if it gives the client a self-service option. This is a very important recent trend that should be taken into account.
4) Acknowledging customers’ preferences
It’s important not to overlook the fact that all clients are different and each consumer experience is unique. Therefore, when you’re focusing on technology, remember that some people prefer to use other channels rather than chat, social media, and mobile applications. Make sure to offer something more traditional along with the latest technology.
5) Active use of mobile applications
Modern consumers appreciate an immediate response, and mobile apps are capable of offering that. However, they have to be well-integrated and linked to other services for your company to be successful. Customers want their problems resolved quickly.
6) Balancing apps and human interaction
Many issues can be solved with mobile applications. For example, making an order or answering an FAQ can be performed by an app – it’s quicker and more convenient that way. However, more complicated cases, atypical requests, or certain complaints sometimes have to be dealt with by the human representatives of the customer service department. Hence, it is vital to find the right balance between apps and human interaction.
7) Extensive use of cloud contact centers
Cloud contact centers are an alternative to traditional, physical call centers. They are more convenient as they don’t require a physical location. They also enable the use of new channels of communication with the customers and offer better infrastructure, both of which are undeniable advantages.
Summary of the Latest Technology Trends in Customer Service
Mobile phones have already become the most important communication channel for the majority of clients. An essential task of any modern company that deals with customer service is to provide services fast and according to customers’ expectations. Extensive use of instant messenger and chat services, social media, cloud contact centers and mobile apps will secure your future. However, don’t forget about the more traditional channels and do your best to strike the right balance between mobile applications and human interaction.