Technologies in Service: One of the most critical factors for the growth and success of a company is customer service. Although it is necessary to promote efficient management of costs, internal processes, and people, it is essential to value consumer satisfaction.
For this, there are new technologies in service that are essential. After all, the software allows for a better definition of processes, ease of performance analysis, agility in teamwork, and strategic decision-making. Both the enterprise and the client have a lot to gain from this.
Innovations have become indispensable to keep up with changes in the consumer profile. If you want to know the primary resources to improve customer service in your company, continue reading this post.
Chatbots
These robots can learn from the behavior of consumers, automatically adding new information to their database to answer the most frequently asked questions. It is essential to mention that chatbots can also be used on social networks, where many customers seek to solve their problems.
IoT
Companies can take advantage of an ever-increasing interaction of intelligent services and products connected to the internet to ensure higher quality service, making it more individualized and dynamic.
For example, a company that sells software can find vulnerabilities and flaws in the system sold to a customer and fix them with a simple update. All of this will be done before the consumer has any problems because of the failure or needs to ask for support.
This is just one example of an IoT application in customer service. As we are talking about a technology that is still expanding, there are still many new features that will reach the market.
CRM
We can say that CRM (Customer Relationship Management) software aims to manage interactions with buyers in general. These solutions can map all the communication channels of an already acquired or potential customer with the company.
Based on all the information collected, it is possible to find business opportunities and manage marketing initiatives much more effectively. For example, by monitoring the path taken by the consumer, management has much greater control over the ideal moment to propose. This means that, based on the qualification of the contacts studied, an analysis is carried out to determine whether or not a person is prepared to make a purchase.
Omnichannel
Have you ever heard that if a brand is not present on social media, it simply does not exist? Gone are the days when the company chose where it wanted to be, and buyers came to it. If businesses are not present and active in the channels where the public wants to be served, they stop selling.
However, how can customers manage it all efficiently if they want to interact differently? This is precisely where omnichannel comes in: the integration of all channels. A way of working in which the same communication is used, regardless of the type of contact the customer has chosen. It is undoubtedly much more organized and productive.
Artificial Intelligence
The exciting thing about AI ( Artificial Intelligence ) is that it applies to various customer service tools. For this reason, it isn’t easy to think of this technology as one among other features. We are talking about software capable of “reasoning” with autonomy—a virtually irreversible trend.
Can you imagine technical support answering any request instantly? The AI system learns about different cases and products and combines information about the customer served with that of other services to generate more accurate answers.
Machine Learning
It is a set of procedures or a method of analyzing data that allows computers to act alone and make decisions instead of being programmed to do specific activities.
Everyone has undoubtedly had the experience of getting in touch with a call center and facing infinite steps in service before solving the problem, right? With Machine Learning, you better predict why the customer is contacting your brand before they even say so. Thus, it is possible to understand the problems in advance and avoid repeating the same mistake with other consumers.
Marketing Automation
Marketing automation is the best solution when it comes to providing timely information to the customer, such as the status of an order. This technology is based on triggers that initiate a sequence of interactions.
Let’s take an example to understand better. Imagine that the customer has just purchased a product in the virtual store and, in a short time, receives the order confirmation by email. The next day, he gets a new message saying that the order is already being picked for delivery. On the third day, the information that the order is already with the carrier. Finally, on the fourth day, he is told that the product will arrive any time.
No people are monitoring this entire process and sending the emails, but a tool oversees the information through triggers triggered by buyers, inventory, sales, and logistics. So, in addition to reducing communication costs with consumers, the company keeps them calm about receiving the order, thus favoring satisfaction and loyalty.
Data Mining
Data mining is a technology that discovers and analyzes data linked to a specific item, such as its buyers. With the essential functions of Data Mining, you stay on top of all the trends, behaviors, tastes, objections, preferences, and desires of your audience and leverage this knowledge to offer a more effective and personalized service.
Finally, it is essential to mention that all these technologies must be reconciled with humanized care. The tools automate communication, but the personal aspect of contact cannot be lost.
