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What Technologies Will Increase the Efficiency of Customer Service?

By CIOReview | Tuesday, July 21, 2020

There are various technologies that will help to increase the efficiency of the customer care service in the future.

FREMONT, CA: There are many speculations about the latest technologies related to customer support, success, and service in the market. The development of real-time messaging, cryptocurrencies, videos, chatbots, and artificial intelligence (AI) can potentially transform the day-to-day- tasks of customer success practitioners.

However, the learning curve for the usability and adaptation of the new technologies is steep. For some of the businesses applying such techniques can be expensive, and many others might be concerned about the safety of implementing them.

Maximum of the latest technologies will help the customer-facing professionals so that they can efficiently do their jobs. These technologies can change the way the job was performed earlier, but it will increase productivity and efficiency.

Here are how technologies can change the future of customer services.

1. Face-to-face video communication

Eye contact can be a powerful method of communication. With the increasing demand for videos, the organizations will have to adopt face-to-face video calls. The companies already using video voicemail or conference are way ahead in the competition of the market.

Eye contact in the business will increase openness and transparency among the organization and the consumers. it will also benefit the companies when they schedule a face-to-face meeting with them to get accurate feedback about the products or the customer service experienced by them.

2. Customers will expect an omni-channel service experience.

It will become easy for customers to communicate with businesses through several digital mediums like e-commerce, third-party review sites, and social media. Such immense user-friendly communication platforms will increase the drive for omni-channel experiences.

Omni-channel support is different from multichannel support. Omni-channels help sync the communication channels in a combined process so that communication becomes easy among the customers and the teams.

3. Remote work will become more regular.

Technologies implemented in the customer service will force the customers to opt for online services. Rather than being a call center service representative, the teams will also have more tools through which they can work remotely.

Therefore, it will become easy for them to solve the customer queries from the comfort of their home rather than working in the office setting.

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