Customer service is as old as businesses. How companies deliver customer service has evolved with the advancement in technology. Customers are also expecting quicker responses to their queries. Most of the latest technologies will only work to aid customer service experts to do their jobs more effectively.
Technology will affect customer service in the future in the following ways:
1. Face-To-Face Video Communication Will Grow.
Non-video, real-time voice conversation will soon be considered a thing of the past by the customers. Companies are increasingly using video voicemail or video conference. Connections are developed and openness is facilitated via eye contact, which means the video is not only a growing expectation of customers but a feasible tool for vendors to improve business. Begin the usage of video voicemails, and schedule meetings with customers face-to-face as much as possible.
2. Customers Will Expect An Omni-Channel Service Experience.
Customers not only interact with your business in your brick-and-mortar stores but can through several digital mediums including social media, ecommerce, and third-party review sites. This rise inaccessibility will push the requirement for omnichannel experiences. Omni-channel support especially varies from multichannel support as omnichannel syncs your communication channels together so that both your team and your customers can work effortlessly between them.
3. Real-Time Messaging Will Outpace Email.
Most of the customers prefer interacting with you via chat rather than phone or email. They expect you to be always on. Facebook Messenger, for instance, as a channel for support has allowed customers to converse with businesses in real-time, and Facebook will even present their average responsiveness. This expectation of real-time messaging and responsiveness is true for other media as well.
On-site conversations and chat are all expected to be real-time, face to face, and genuine. That’s a huge change from snail mail, and then email. You still need to share important documents and interact with your customers via email, in case they will want to come back to the communication between you and them. But you have to improve your communication technologies and strategies.
4. Remote Work Will Become More Normal.
Customers as well as customer service reps will be pushed online. Instead of being limited to call centers, service reps will have additional tools to operate remotely. They’ll deal with the queries of the customers from the comfort of their homes, rather than from the office. Smartphones can be used to operate email, live chat, and social media. Cloud-based solutions are offered by most of the business phone services that allow you to work from home. It will become more and more common for customer service experts to work from home as businesses realize the potential savings of decreasing office space.
5. Bots (And AI) Will Help Professionals, Not Replace Them.
Bots are still not any form of artificial intelligence but are branched, piecemeal logic presented in a conversational (like iMessage or Facebook Messenger) user interface (UI). They can only be considered a different interaction mode for current information, and it is one more prospect to involve your customers.
Bots can help when your customer service team is not around. They can enhance self-service for customers, and decrease costs for vendors, by offering the latest, and low-cost way of communications. Bots and AI are going to be a mainstream part of every customer-facing team in the future so that companies can reallocate customer support experts into the customer success organization.
6. Social Media Will Become A Standard Customer Service Tool.
Writing a review of a product, service or store has a cathartic feeling and social media provide customers a platform to vent that feeling. Brands can be instantly criticized on a public forum by consumers using social media. The review can be made as a video to be circulated and viewed by millions.
This shows that companies need to adapt their social media accounts to deal with customer service issues. Instant social media interactions have to be managed by the businesses via a messaging service or a dedicated rep. Social media channels are increasingly going to be a viable option for customers that want to submit feedback.
7. Self-Service Will Become An Absolute Necessity.
There has been a rapid change in customers and users, which is why more and more self-service avenues are expected. There are numerous kinds of self-service tools that businesses offer to their customers. Big names and businesses are providing self-service as it decreases their expenses of doing business. Soon a time will come when it will seem very weird if a business didn’t have self-service channels, or you are compelled to use a phone or email.
8. Customer Service Training Will Be Personalized.
Customer service training will seize to be one-size-fits-all, rather it will become custom-made to the employee’s requirements. Reps who require more time to know about the product can master its features, while tech-savvy employees will get training that develops their soft communication skills.
9. Customer Success Will Become A Competitive Differentiator.
Great customer success is going to be a crucial competitive gain for businesses, the way great customer support is today. The customer success industry, and the advancement of companies in search of customer value, is going to make this happen. And it’ll be thrilling to witness such development.
10. Customer Service Decisions Will Be More Data-Driven.
Whatever service technology you decide to adopt, ensure it has a way to quantitatively measure its success. Otherwise, there won’t be a way to show if the new software is being useful or no.