It is essential to keep up with technological changes. Sooner or later, managers will find themselves forced to adopt this or that digital solution, this or that technological resource. We cannot stand still in time — life forces us to evolve.
Of course, it is not necessary to embrace all technologies and innovations at once, especially because many of them may not serve the purposes of your business; but it is necessary to evaluate and select digital resources that can optimize work within your company.
In this post, we will show you the trends in digital transformation in customer service.
The growth of multichannel services
A few years ago, companies communicated with customers in two basic ways: in person or by phone. Today, the scenario is very different, as managers use many channels (emails, SMS, chat apps, social networks, and others).
This implies adjustments that generally increase company ecuador whatsapp data expenses. However, it is possible to develop effective channel management systems that can improve sales, operational efficiency and profits. Through a good multichannel management system, managers will be able to attract the public, capture new customers and facilitate the loyalty process.
Customer experience is a priority for the success of multichannel services. Each channel must be aware of the others and the scope that each one represents. In this way, the same prospect or lead can contact the company through different channels, and the company will be able to collect information about them with the aim of achieving conversion.
Customized technology
Another clear trend in digital transformation in customer service is technology that personalizes the company/customer relationship, strengthening ties between the two.
For example, any customer is satisfied when they call a store and are immediately recognized, even having their information provided in advance by the attendant.
This is a trend that benefits both the company and the consumer, reducing the consumer's journey and saving them time.
Pre-sales and post-sales support
It is important to plan these two stages: pre-sale and post-sale. Since people spend many hours a day accessing the internet, chat support has become one of the best resources for maintaining a relationship with consumers.
It is normal for them to want to clarify some points while choosing the product, before purchasing it. In the same way, the chat serves to resolve doubts about the products after the purchase and offers support in case of problems with the merchandise.
Video chat allows not only written communication, but also visual communication and oral dialogue. In addition to providing personalized service, it helps to increase sales and maintain a relationship with the customer after the purchase has been made.
Wearable technology
This is a technology that makes it possible to offer even more special customer service. It is a service that considers the consumer's situation at that moment and seeks the best solution.
Here’s an example: an operator is dealing with an aggressive customer. Using wearable technology , those managing the service will be able to intervene and offer assistance that is tailored to the customer’s emotional state , as it is possible to access their emotional signals.
In the case of a tired driver, technology allows the manager to identify their health signs and immediately communicate with them, instructing them to look for a place to rest, instead of continuing to drive.
This advanced technology also allows us to recognize end customers and encourage them with bonuses and prizes, considering their age, gender or type of purchase.
A greater investment in applications
Apps are also part of the digital transformation in customer service. With them, it is no longer necessary to wait for a long time on the phone for service. The customer accesses the app, registers the reason for contacting them and goes into the waiting line. As soon as an operator is available at the service base, they will contact the customer themselves.
The applications have many functions, allowing you to track customer purchases and their entire journey until the transaction is completed. They can also be used for promotions, consumer incentives, product promotion, etc.
Chatbots and intelligent virtual assistants
Chatbots are chat robots that are available throughout the day and interact with customers without the immediate need for human participation. They work through messaging apps such as Facebook Messenger, Telegram and Skype, as well as in chat solutions on company websites.
Like video chat, it can provide support during different phases of contact between the company and the customer. During pre-sales, the chatbot can provide details about the services and products offered, even providing videos and images; it can also provide guidance on the most advantageous offers, schedule services in the electronic calendar, make various reservations (in restaurants, hotels, planes) and other things.