“We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.” – Jeff Bezos, Founder Amazon
Investing in customer service is just as critical as creating the ideal product. Good customer service improves sales, expands your customer base, and generates more revenue for all businesses, regardless of size or industry. Good customer service is based on four key principles: it must be personalized, knowledgeable, practical, and proactive. According to a survey by HubSpot, 68% of customers will pay more for products and services provided by a company with good customer service. You must hire the proper team to deliver excellent customer service, but that is not enough; you must also arm your team with the greatest tools to guarantee that they work well and provide excellent customer service. As a result, we’ve compiled a list of the top technological trends for 2022 that will help you provide excellent customer service.
Artificial Intelligence (AI)
Through machine learning, automation, and predictions, among other things, AI can help you improve customer service. Many businesses have turned to artificial intelligence (AI) to improve the way they operate and perform. Here are some examples of how artificial intelligence can improve customer service:
Debugging, invoicing, record keeping, labor management, and order processing are all time-consuming tasks. Automating these tasks can save time and effort and also give your team the ability to focus more on important tasks that require human skills.
AI is all about data, it collects and analyzes data then provides accurate predictions about sales, customers expectations, and future trends. This helps you gain full insight of your business and gives you hints on how to improve the way you deliver and provide.
Machine learning and data analysis can help you understand your customers more. Using machine learning to detect embedded emotions in the language used by customers will help identify the customer’s mood. Analyzing this data can help improve and personalize the customer’s experience.
These bots can be present when you are not. Using chatbots to deliver 24/7 customer support is a wise business move nowadays. Most people say that bots are stupid. This is far from true. Chatbots act based on the data they collect and the technology they are supported by. It is proven that supporting chatbots with computer vision technologies like image-to-text or facial recognition can improve this method and create a great self-service customer experience. Also these bots collect data. You can use the data to better understand your customers.
Augmented Reality (AR) and Virtual Reality (VR)
These technologies are used to create a better customer experience. Fashion retailers, restaurants, big stores and more are using this smart tech to create the ideal experience. Dior for example, is using VR to allow customers to navigate and browse a virtual store with all Dior’s products. Ikea, Gucci and more are using AR to improve the customers’ interactions with their products. In some stores customers can try on different costumes using VR.
In contact centers, AR is being used to create visual interaction with customers called virtual technicians. Using this augmented reality customer service to provide remote assistance has been shown to boost first call resolution by 20% and reduce the need for technician dispatch by 17%.
A blockchain-based trade between a business and its customers avoids the need for brokers. As a result, there is no need for third-parties in this process, which allows you to save money and provide better products and services. Also, with blockchain’s smart contracts, allowing the processes of purchasing to be automated, this saves time and improves the customer’s experience. Finally, blockchain is transparent, which means that all the financial data of all parties is secured and safe. This will build a relationship based on trust between you and your customers.
An omnichannel approach means gathering all your customers’ support channels into one source and creating a service journey for them from channel to channel. For example, customers can reach you through chat, email, social media, or phone, all from one access point, which can be your website. This approach allows you to provide a more personalized experience, solve issues quickly, secure data, and ensure customer satisfaction. Adding a call to action on your website is one way of adopting this approach.
How can you employ these smart tools?
Self-awareness is a key factor before making any business decision. First, you have to be aware of what you have and what you need. Then, you have to build a strategy for employment to make sure things are in the correct order. You can always outsource this by reaching out to service desk solutions providers, who can assist you in the whole process of employment.
When it comes to providing excellent customer service, technology plays a critical role. Using intelligent tools will assist you in developing a customer-attracting business image. People are usually eager to test new and inventive ideas. In reality, in today’s business world, if you don’t embrace technology, you won’t be able to gain a competitive advantage.