4 Technologies to Boost Customer Service
The phrase “customer is king” has its roots from more than a decade ago. However, in 2014, a better trend started evolving in the online marketing space; improving the customer experience.
More potential consumers log on to their smart devices to read FAQ pages and ask your customer service team for direction around a purchase. You will need to continually improve this channel to not only retain but also gain new customers who in turn spread your gospel around.
Harris Interactive found that 55% of buyers are willing to recommend your company to others if you offer exceptional customer experience, more so than your pricing or product.
In 2017, blazing software development trends that help enhance customer service are a great way to leverage technology advancement in this space and time to improve your CX and boost your sales.
What are these customer service software development trends to take advantage of now?
Chatbots present live chat benefits in action.
Chatbot-driven conversations (and influenced sales) have grown immensely in popularity over the last 20 months or so.
Customer-facing chatbots offer a splendid way for digital brands and their potential customers to interact and log the details of their chats for further reference. This makes the conversations more personal, snappier and direct than using traditional methods such as email, which is slow and impersonal in comparison.
Still, given their real-time, web-based operations, Chatbots enable parties to communicate issues and receive solutions quickly and inexpensively compared to having a Tier One agent engage with a prospect on phone.
2. Smart Apps/Virtual Assistants
Software tools that now utilise the power of artificial intelligence to gather data, store it in organised categories (directly on the cloud or local servers) and leverage on predictive analytics to automate certain responses are also proving helpful.
By automatically capturing your customers’ concerns and directing them to helpful sections of your online presence, a smart app helps your Tier One customer service agent to work effectively by handling only those queries that need deep, human interactions in real-time.
This also means cost-savings for you as well as capturing in-depth data regarding what most of your customers need help on and probably what you can do to make them not have to call in for help—proactively using smart apps-collected data to automate solutions.
3. Mobile CX
Software Advice found that about 62% of prospects or customers use mobile devices to reach to a customer service agent or portal.
Unfortunately, about 90% are disappointed by what they find; the business’ customer support platform is not optimised to display on a mobile screen/display. A further 75% found results that were not helpful.
And even for the few that made an effort towards mobile customer service support, 40% and 20% found the mobile sites loaded slowly and are not searchable as one would on a desktop computer, respectively.
Given that since around mid-2015 more people access the internet through their mobile device than PC, there’s a clear need for more businesses to ride on mobile CX software development trends to boost their customer acquisition, retainment and, ultimately, increase sales.
4. CX Data Analyst oriented software
Gartner suggests that by 2020 about 40% of all data analytics will focus on customer service (and how to improve the customer service experience for the digital customer).
But in as much as AI powered software is helping more digital marketers to collect a ton of customer data at any time of day or night, most businesses still are unaware on how to use customer data to impact their bottom-lines.
Software suites dedicated to helping data analysts make sense of the numbers will be received well in many digital brands’ CX strategies—as the role of a data specialist or analyst reaches a new level of importance similar to a HR, CFO or CPO.
The need for speed in enhancing customer experiences online will continue to be a rolling stone that will help willing and proactive organisations to attract more customers, acquire referrals and gain competitive advantage of their competition.
Are you on board?