Customer service determines the growth of every business. The adoption of the latest customer service technology trends continues to rise for higher organizational success. Effective customer service is driven by the combination of tools, systems, and processes to convert business strategies into customer satisfaction.
As a matter of fact, customer service and support leaders are highly determined and convinced about the promise technology holds for the service platform. New technologies play an integral role in the operations and future strategy of customer service organizations today. Those who deliver on self-service as well as enhance the overall digital experience. In addition, these should be combined with the latest tools and technology to provide exemplary customer service.
6 Customer Service Technology Trends Driving Success in 2020
Do you want to deliver optimal customer service with the best Return on Investment (RoI) for your organization? In light of this, know about the most effective customer service trends that are ruling in 2020.
1. Higher usage of smartphones for quick response time
Smartphones are growing ever more powerful, and every day their ownership increases. Mobile channel plays the main role in customer success and efficiency of your customer support team. Moreover, it develops customer loyalty and rapport with customers. Support through smartphones provide a great deal of customer satisfaction. As a matter of fact, increased smartphone popularity is making this a key customer service channel for many customers.
As per technology trends, 80% of shoppers use mobile phones in-store to check product reviews, compare prices, or find other store locations. Likewise, as opined by Thomas Husson, Vice President, and Principal Analyst at Forrester Research, Mobile is becoming not only the new digital hub but also the bridge to the physical world.
2. Importance of social media more than ever
Social media is a great platform for connecting with customers. In today’s time, it is essential to give your business an online social media presence for improving brand image. Hence, extending customer support through Facebook and Twitter has been the most popular in engagement. As per technology analysis, Implementing a social customer service program can increase annual customer satisfaction scores by nearly 20%. Also, 33% of users prefer engaging with brands on social media than anywhere else. The advantages of using social media for customer engagement include direct interaction with customers to provide a quick resolution.
3. Prevalence of AI-enabled intelligent bots in digital customer experience
One of the most exciting customer service trends is the growing use of AI bots to manage customer support. AI Chatbots are capable of having intelligent conversations with human users. These are enabled across platforms for communicating with customers at every step of their online engagement. Moreover, Chatbots produce valuable data and seamless real-time customer service. This support brings together the best of both worlds – the real-time efficiency of chatbot automation technology paired with the human ability to deal with complex queries. Combined with automated workflows, chatbots offer round the clock self-service action too. In the same way, the latest virtual assistant technologies have evolved considerably in providing higher customer engagement. These virtual assistants, also in the form of ‘avatars’ are supported by advanced text recognition and speech generation technologies. According to CNBC prediction, chatbots will curtail business costs by $8 billion before 2022.
4. Collaborative communication tools for remote work
In 2020, companies have witnessed a marked growth in their freelance workforce. Especially during the pandemic situation wherein the entire global workforce is engaged in remote working. In this regard, customer service is crucial for brand enhancement and business growth. Furthermore, customer service technology makes your business processes revolve around your customers and designs a communication strategy across all platforms. Additionally, having real-time customer support through ‘live chat’ is essential especially in times of the current pandemic situation. With collaborative communication tools becoming a part of daily operations, employees and customers can have up-to-date information. Of course, this will increase overall engagement.
5. Increased transparency through real-time assistance on video
Advanced Technology and new marketing strategies have offered a number of ways to connect with the consumer and help them know the product/service transparently. Video chat or live chat is the right way to guide customers through the services and provide accurate information via real-time support. Also, the massive popularity of online video sites such as YouTube is driving the use of video content to support customer service operations.
Benefits of real-time video assistance:
- Provides speedy resolution for customer problems
- Saves time for the representative and customer
- Maximizes chances of sales conversion
- Improves customer satisfaction engagement
According to HubSpot Research, 90% of customers rate an “immediate” response as important or very important when they have a question.
6. More brand value through Virtual and Augmented Reality
The integration of virtual and augmented reality into a customer service strategy is becoming popular in 2020. As a matter of fact, many businesses offer virtual reality (VR) and augmented reality (AR) experiences to their customers.
Example 1: The IKEA Place app developed by IKEA is supported by AR. This allows users to visualize IKEA products via a smartphone camera.
Example 2: Leading cosmetics firm L’Oreal utilizes AR technology to help shoppers “try on” different makeup colors and looks, without having to apply any cosmetic products.
With these lifelike experiences enabled by VR and AR, customers can “see” and “feel” a product to better understand in making a purchase decision. Moreover, with AR and VR, businesses can give their customers a firsthand experience, even through their screens. This innovative technology will help gain customer loyalty and generate more sales for your business.
To get ahead in the competition, organizations must utilize these emerging customer service technology trends. By leveraging innovative customer support tools, many organizations are making giant leaps in building outstanding customer experience. Businesses are investing heavily in improving customer support trends to ensure lasting success for the future. In the end, the goal of any customer service technology is to deliver great customer experience and satisfaction.