Reshaping Customer Service for the Digital Era

By StartUp City | Thursday, November 19, 2020

Customer service automation software, if used correctly, can help to reduce the burden on agents and improve the overall customer experience. Transcription software can help agents focus more on the customer's problems rather than transcription errors

Fremont, CA: Customer service, over the last few years, has gone on to become very dynamic. House calls were replaced by phones until emails edged out phones. Any organization that takes a static approach to customer service is already dead. A research study by Bain and Company revealed that customers are more likely to buy from competitors due to a service issue than a product-related one. Implementing cutting edge technology in customer service is vital to maintaining existing customers and attracting new ones. However, these overhauls don't come cheap, and organizations need to be smart while investing in the latest customer service trends.

The Rise of Social Media

Generation Z and Millennials form a majority of the customer base, and social media outreach is the best way to stay connected with them. A study by Microsoft shows that 13 percent of consumers over the age of 55 use social media for customer support services, while 55 percent of those between the ages of 18-34 do the same. Having an intern look after social media accounts will no longer cut it off for organizations. Veteran members of the company with a strong understanding of the products and services, along with a knack for communicating to people, need to be put in charge of the various social media accounts. Chatbots can be deployed for handling simple questions while the more complex tasks can be left for human interaction.

Automation with a Human Touch

Artificial Intelligence (AI) and automation have become the buzzword across all industries, including customer service. However, from a user's perspective, the term customer service automation does not sound quite appealing. People associate the term with automated menus and robots. Customer service automation software, if used correctly, can help to reduce the burden on agents and improve the overall customer experience. Transcription software can help agents focus more on the customer's problems rather than transcription errors. Automation software is best used in augmentation with human workers.

The Evolving Role of Customer Reps

Customer services are becoming online at a rapid pace, and customer service capabilities need to develop rapidly to keep up with the growing trends. Customers tend to leave a website when they cannot find the product that they are looking for. This is where digital customer reps come into play. By using co-browsing tools, customer service reps can share real-time customer screens and intervene at the right moment to help customers. Providing a solution using video conferencing tools can help retain customers.

Check out: Top Customer Experience Solution Companies

See Also :- Top CEM Solution Companies

 

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