As we progress towards greater technologies in video, real-time messaging, self-service, artificial intelligence (AI), as well as a technology that combines them all – videobots, the potential for the transformation of customer service technology is becoming bigger by the day.
Customer service has come a long way, from customer-facing professionals to telephone query handlers to online systems and even chatbots that provide immediate assistance through machine learning and AI. Service technology software these days that assist customer service teams seek to improve workflow efficiency and provide effective solutions to their customers. However, as we gained advantages in one area, we lost them in others. For instance, chatbots can offer automated service but lack the personalization that a human can provide.
In this article, we discuss some of the factors in customer service that are changing and will result in a need for innovation in customer service technology.
Also read: The importance of IT innovations in Business
1. Real-time service
Most businesses these days aim for a global presence to familiarize their brands and attract customers (sometimes even where they don’t operate) in order to stay in the competition. With a global business presence comes a need to serve customers across geographies and time zones. It is not possible to expect customers to wait for service when it is convenient for a business, and thus it becomes imperative for businesses to be available around the clock.
Such responsiveness is possible with the right technology that can engage customers, address their concerns and solve their problems.
2. Face-to-face communication
Communication in service is always an enhanced experience when there is a face-to-face aspect involved. It adds to customers’ satisfaction when they feel that they can openly engage someone talking to them, whom they can actually.
Video is thus not just a growing expectation of consumers, but a viable tool for businesses.
3. Remote working possibilities
The ongoing pandemic has emphasized exactly the importance and usefulness of remote working as a versatile concept that can help businesses deal with customers.
Tools that can help service representatives not only get released from the confines of call centers, but also reduce the need for their actual availability is an option that businesses are exploring.
4. Bots and AI
Systems being put in place instead of humans cannot be just those – they need to be intelligent systems that adapt based on the context and nature of interaction. Most bots in action these days cannot be considered AI since they’re simply logic machines presented in conversational interfaces.
However, newer bots including videobots are AI-powered that present intuitive kiosks of information for customers that are powerful engagers as well. Conversational UI is the next big deal in human-computer interaction.
Rain or storm, even the customer service team is asleep, bots will be there doing their job, 365 days of the year. By providing self-service for customers, they reduce fixed and moving costs for businesses, reducing the need for human involvement and save representatives from the repetitiveness that comes with dealing with customers who have the same or similar problems most of the time.
5. Data-driven solutions
Data is the next big resource of the world. Businesses that quantitatively learn about their customers can make qualitative decisions to reflect that learning and improve their products or services.
With solely human driven customer service, additional processes like recording the calls or surveys to fill post the call are required to absorb the data of the conversation to understand changing customer needs. This brings huge costs to businesses as well as thrusts a job on the customers who are unwilling to perform them more often than not.
Newer types of customer service technology come attached with detailed analytics that can help develop new strategies to address and solve customer needs. Not only can the data help the business, it can help the technology itself become better through machine learning.
Also read: The future of customer service
6. New era of service representatives
As customer service leans more and more on automated technology, human representatives will have more time on hand and shift their roles from mere representation to specializing in strategy.
With more support cases being solved by front-line customer service technology, businesses can focus on improving the product or service more. Service personnel, with fewer points of friction in their workflow, will be able to concentrate on providing above-and-beyond customer service.
Videobots are here to change the game by providing them all. By putting a face to an online interaction, that is still automated and can work in the absence of an actual representative to serve the customer, they provide a win-win situation that was not possible before. Expertrons offers state-of-the-art, AI-powered videobots that provide an intuitive and interactive video chat experience that is almost indistinguishable from a video call so that customers feel like they just spoke to a customer service executive and find answers to their queries anytime, anywhere.