Customer service is often criticized for being too slow or ineffective. As a result, many companies are moving away from human agents to robots and AI assistants. What does this mean for customer satisfaction and loyalty?
Tech in the Customer Service Sector
The continuous addition of technological advancements to the customer service sector has increased its efficiency and effectiveness. It allows both customers and companies to get more out of their interactions via social media and online channels than ever before. While the Internet has empowered and democratized access to information and services, it has also given rise to a new type of customer service problem: customers with problems that can no longer be solved by a human agent. This article will explore how technology is transforming customer service.
What Does the Future Look Like?
If you look at some of the biggest tech brands today, they all have an app (or several apps). They also have chatbots, machine learning algorithms, artificial intelligence, virtual reality, AR/VR augmented experiences, and even voice recognition software. So what does this future of digital transformation and automation in the customer experience space look like? Let’s take a quick look at some of these trends.
The Rise of Chat Bots
Not long ago, people used email, phone calls, and live chats to get answers to questions. Today, with so much data available through consumer-facing applications, businesses now use text messages, WhatsApp groups, Facebook Messenger, online casino games app, Telegram, WeChat, and other platforms as an effective way to communicate digitally with consumers.
Voice Experience
Consumers want everything on demand, but are happy to wait when the alternative is choosing between having great customer service and getting nothing done. Businesses are beginning to understand that voice is the best interface between them and their customers. For example, there’s been significant growth in marketplaces where shoppers can buy thousands of items via the Alexa speaker. Amazon has become the largest retailer on Alexa, and Walmart plans to join soon.
Conclusion
Such effects are seen across the board, from australia casino online assistance panels to airlines offering 24/7 flight status updates. If we’re talking about customer service, these same principles apply. Customer service providers need to adapt quickly if they want to stay competitive. However, one thing remains constant—customers expect a high level of professionalism and responsiveness whenever they interact with your brand. With that said, let’s start building our own digital teams that can help us fulfill those expectations.