It is no secret that technology is changing almost every aspect of our lives, from travel, our health, to how we experience things. Now it is influencing the way we communicate with companies. The customer service industry is changing because of computer science trends like AI, machine learning, and augmented reality.
In the following list, we have compiled some of the most relevant tech trends affecting the customer service industry, specifically tech trends that will help customer success managers and professionals.
More Video Calls for Customer Service
One of the first tech trends in customer service is the popularity of video calls for customer service. Seeing someone face-to-face is more soothing than reading an email or hearing someone on the phone. Besides, you have a better view of what’s being done in the customer service process.
These customer service video calls can be live through Zoom conferences or asynchronous with Loom. This last option allows you to create tutorials and allows more edits to the file. Video calls are also widely used in the sales department.
Omni Channel Platforms
Another trend we will see in the customer service industry is Omni channels. This connects data across multiple channels to streamline the customer service process. Omni channels provide orchestrated systems so that reps can easily find information and act faster.
Clients can go through multiple channels like social media, emails, and the store website during the customer service process. This system synchronizes all channels, including inventory management. This way, they’ll reduce challenges and barriers during communication between reps.
Chatbots are becoming increasingly more popular in the customer service industry. They are a practical way to help customers instantly without waiting for a rep to contact them. Chatbots are powered by artificial intelligence by identifying messages and providing the appropriate answer. According to the 2020 State of Conversional Marketing Report, the usage of chatbots has increased by 92 percent since 2019.
Though it is not perfect yet, this technology is still AI, and it hasn’t reached its highest level. It probably won’t have the answers to everything, and it might feel unrealistic. However, it is still a good way of providing the first answers before they direct you to the appropriate representative.
Chat Platforms Vs. Email
People will prefer chat platforms over email or voice calls in the future. They’re more immediate, provide a sense of efficiency, and feel more real. Once you’re speaking to a representative, you know there’s a human being that understands your queries.
AR/VR for Customer Support
AR/VR could be a great tool you can use to meet your customer’s digital marketing and service goals. With augmented reality and virtual reality, you can explain how to use or troubleshoot products without actually using them.
AR and VR are mostly used in prototyping. Companies create the first version of the product, show it to potential customers, and evaluate their experience. This reduces costs and time from actually producing a prototype.
Social Media Will Become a Leading Customer Support Channel
In the past, the only way to receive customer feedback was through emails and phone calls. Today, Facebook, Instagram, and Twitter have become cathartic places to release criticism. This means that customer reviews have migrated from reputation sites to social media.
Therefore, companies would have to see social media platforms as customer service channels. According to research from Nielsen, 83 percent of customers trust their peers’ recommendations rather than advertising.
If you think about it, it’s a logical fact. Advertising is often related to untrustworthy publicity to sell a product, whereas your peers’ options seem more honest and realistic. That’s one of the reasons why influencer marketing has become so popular over time.
Now, what happens if a company is getting a bad review? It’ll need its customer service team to help. Customer service representatives can review the case on social media, mediate, and help customers solve their problems.
Technology is bringing exciting updates to the entire customer service industry. Implementing tools like chatbots, omnichannel systems, and AR technology will improve consumers’ satisfaction. This doesn’t mean that technology will replace humans in any way. The idea is to combine tech with a human touch to provide empathic and efficient support.
Alex is the CEO of Fantasoft LLC. He is a marketing specialist and blog writer from the UK with experience working with a variety of different companies including law firms, construction companies, roofing specialists and restaurants.