The importance of technology in customer service has gained a higher level today. Because consumers are more connected and want fast, personalized attention with permanent availability.
If you are still wondering if it is necessary to use technology in your customer service or if it is not clear to you how to do it, in this article we will present the five ways in which technological development has improved customer service, as well as some of the strategies to implement it. in your company successfully.
How is a technology used in customer service?
The technology can be used in all areas related to customer service and satisfaction. From the application of online surveys to obtain customer feedback to the use of Customer Experience platforms. Mobile applications, artificial intelligence tools, and much more.
Among this wide range of technological solutions that exist today. The important thing is to choose the one that provides the most benefits for your clients. So before acquiring a tool, you must clearly define the objectives that your company seeks and the requirements for being able to reach them.
It is also necessary to consider the profiles of your customers to choose the most appropriate technology that allows you to maintain an effective and frictionless relationship.
What is the importance of technology in customer service?
Technology has changed the way companies operate and that includes the way they manage customer service. One of the most important roles of technology in this area has been in increasing speed. And the convenience of customer interactions.
It has also brought with its various options for incorporating process automation and resource allocation to respond quickly and effectively to customer needs.
With this, if before a client had to wait more than a quarter of an hour to be attended to by phone or in person, today they can raise their requests in a matter of seconds through their own mobile device and receive a response in a shorter average time, helping to increase their satisfaction and commitment to the brand.
5 Ways Technology Has Improved Customer Service
Now that you know the importance of technology in customer service, we will present 5 ways in which it has improved the relationship between brands and consumers:
Greater Convenience For Customers
In today’s fast-paced world, comfort is of the utmost importance. It is critical for companies to consider all aspects of the customer journey and ensure that the journey is seamless and intuitive. This means that companies must carry out market research to understand how they can make life easier for their customers.
For example, by making navigation more intuitive on your website or by organizing products differently in the store. Offering fast and convenient ways to shop, such as cashless and one-touch payments, removes barriers for many customers and encourages them to make the purchase decision.
The importance of technology in customer service is also related to choice. Customers want to have the option to choose how they interact with businesses. Therefore, technology allows companies to offer their customers different types of self-service and interaction options.
In a grocery store, for example, customers can use self-checkout lanes. Software and hardware companies often provide customers with the steps necessary to solve simple problems.
For many businesses, offering an FAQ section on a website is a simple way to give customers a choice. They can read the answers to your questions to decide if they want to continue associating with the company.
Keep Customers Informed
An essential aspect of creating a good customer experience is keeping customers informed about what’s happening at your company and in your industry. And technology is a great and fast way to do that.
If your phone lines are down or your website is temporarily unavailable, consider posting a notice on social media. If you launch a new product or change an existing line, one way to push its launch is through a Facebook or Instagram campaign with information about the change.
And there always remains one of the most important technological communication tools: email. Email marketing is still king, and your customers will appreciate an occasional email update.
Don’t be afraid to use multiple avenues to keep your customers informed of anything relevant, including updates and new information. They will appreciate your transparency and your willingness to get the information they need to them quickly and easily.
Improve Lines Of Communication
Today, a customer can contact a company whenever they need to. And through a variety of customer communication channels, including text messages, email, social media, SMS, WhatsApp, and live chat on a company website
This does not mean that companies have abandoned telephone service. A large number of people still want to talk to customer service representatives on the phone. The classic route has not been abandoned but has been complemented with other options.
Today, for a customer service department to be successful. It must offer a variety of options for your customers to get in touch with the representatives of the company. And can satisfy their needs quickly and efficiently. Regardless of your audience, having options is the only way to truly test what works.
Improve Active Customer Listening
Technology can provide a customer feedback system so that customers not only leave their opinion but also comprehensively address the problems or situations detected to resolve them optimally.
Soliciting customer feedback frequently, and asking for suggestions and recommendations, helps customers feel heard, as you not only provide outlets for them to share their concerns, but you can maintain long-term communication to make them see the commitment you have to give you a satisfying experience.
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