Tips For Integrating Technology For Boosting Your Company’s Customer Service

The speed with which technology advances, and the vast sphere of its influence, can make it that people don’t easily latch onto its possible uses and applications. Tech has had the most profound influence on business since the industrial revolution, perhaps of all time. The possibilities that are opened up by technology are near-endless and you will already instinctively have taken on board much of its utility, so impactful has its presence been on society in general. But there are always areas of any business where technology culd be boosting efficiency and optimizing the operations and structure for greater success. It can take some time to see where those possibilities exist, but one of the most commonly overlooked areas is in customer service. It’s precisely customer services somewhat pedestrian outlook and reputation that makes it a prime candidate for tech-driven revitalization. So, let’s look at how that is possible.

Take Advantage Of Modern Communication Methods

“One of the largest areas of development in technology relates to communications. There are so many tools available to us, from Wi-Fi texting to video chatting to social media direct messaging. All of these tools can be used to give customers what they need far quicker and more conveniently than ever before”, explains Walter Jones, business blogger at Assignment Help. The world is becoming a lot more demanding when it comes to response times and instant gratification. You can keep up with the evolving demands of your customers by embracing the myriad of different communication tools that are at your disposal. Texting customers is becoming increasingly popular, whilst social media direct messages are a really nice and personal way to answer the questions that your customers may have.

Use AI Chatbots To Help Customers Help Themselves

In truth, despite what it may seem, customers don’t actually enjoy using customer services. It’s usually a necessary evil, a means to an ends of finding a solution to a problem or an answer to a question. If there was a quicker, direct route to their answer then they wouldn’t bother with waiting on hold on the phone. Artificial intelligence has seen an amazing embrace in all sorts of corners of different industries. In this instance, AI can facilitate a customer finding their own solutions to a problem. By programming an AI with an exhaustive FAQ section, customers may be able to find solutions to their answers through communicating with the AI and without needing to talk to a human being or communicate with your company. Normally the AI will be in the form of what is called a chatbots, which answers with human-like efficiency in an instant.

Improve Your FAQ

Linking to the above point, you can also use technology to make a record of all questions asked and create a metric on which you can base your FAQ section and even make alterations to products and services. Again, it simply cuts out a step in the process, a step that usually slows the whole thing down considerably, which is the opposite of what a modern customer wants.

Data-Driven Insights For Marketing

Any interactions with customers are an opportunity to make a sale, even if its in the context of an angry complaint. The reason for this is that you get a chance to gather data. Data is at the heart of so many technological business solutions, an immensely powerful resource in the right hands. “The key is to have a system in place to catch the data that you can draw out from a customer service exchange. Once you have the raw data, you segment it based on its nature: some will be specific for the customer in question and will allow you to target them more accurately with marketing, whilst other data will go towards painting the bigger picture of your customer base as a whole”, explains Kenneth Fitzgerald, tech writer at Research Papers.

Conclusion

Technology is a pre-requisite in business today. But its adoption shouldn’t be reluctant, it should be viewed as an opportunity for growth and improvement in corners of business that were looking a little stale. That certainly includes customer service where anyone who has been on hold for an hour will happily tell you that things aren’t quite optimized.