No matter how great your product is, you need to have good customer service for your business to succeed. Customer experience and service can make or break a business of any size and age. As featured in HuffPost, more than 90% of the customers don’t think twice about leaving the brand when they’re not satisfied with your service. This is important to ponder upon for startups entering the eCommerce world. Competitors are already adept at digital transformation. If you want to optimize the internet for your business growth, expansion, and excellence, you are at the right place. This article will tackle the customer service technology trends you can use to stand out—without delay.
The Customer Service Technology Trends Your Business Needs
Personalization Through Email Automation
When potential and existing customers know they will receive good service, they are more likely to spend money on your brand and come back again. However, you will not gain their trust simply just by dropping some social media content every day. Although content is crucial to increasing brand awareness and staying relevant, personalized customer care takes your rapport to the next level. This is why businesses invest a fortune in their email campaigns and email automation setups.
Speaking of email automation, it is the process of using computer software to automatically deliver or receive carefully selected emails. This is generally used for marketing and customer satisfaction. People who are more likely going to be your client would always open their emails and make transactions from there. Therefore, connecting with them through email becomes your advantage. You can use emails when you announce some improvements you are making, future plans, or if you have new products that will benefit your recipients.
You owe it to yourself to learn this skill as it can help you scale your business. Also, you don’t need to be a computer programmer to be knowledgeable and hands-on with it. Some tools can help you get started with email automation. However, when it comes to email pop-ups for building an email list, you will need an IT expert to help you with it. At the end of the day, email automation becomes more functional when you already have an abundant list of recipients. You hit not just two birds with one stone, but a whole flock instead.
User-Friendly UX Design
The definition of UX design is the process of enhancing user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction between the user and the product. UX design is short for user experience design. Its goal is to make sure the user has the best experience possible when using a product. An effective UX designer should aim to create products that are easy to use and have a good aesthetic value. More importantly, they should create a design that can be used by everyone—on mobiles and desktops.
For best results, get an excellent UX designer from an excellent outsourcing marketplace. You can use UX design to give your potential and current customers the experience of not having to contact a person from your team—unless there’s a deal to close. This means that they won’t have to experience all the hassle of contacting customer support because the answers they need can be conveniently found on the website. This is where AI bot integrations come in handy.
Alongside the chatbots powered with artificial intelligence, here’s a quick run-through of what outstanding UX design is like:
- It does not use technical words that are hard to follow
- Gives smooth onboarding to the users
- Possesses a progress bar that informs users of the status of the system, such as a loading bar with a percentage
- Has a web form that asks users about their pain points and experience
- Provides excellent experience to mobile, tablet, and desktop users
Chatbots
Automation has been an important part of the business since the early 1900s, and there are no signs of it slowing down. It allows businesses to run at peak efficiency by taking the repetitive and time-consuming tasks and removing human error. Before, it was used extensively in the manufacturing industry, but now it is making its way into marketing and customer support. Shrugged off by many, an AI-powered chatbot is a type of automation that saves you overhead costs and refrains you from making dreadful typo errors.
The chatbot will be your programmed customer service representative because this emerging technology can seamlessly handle frequently asked questions or FAQs, with the right manipulation. For you to have an idea of how it works, you may check the Facebook chatbot in your Facebook business suite. The idea is the same but you can integrate your own chatbot into your website too for an excellent user experience.
Social Media
More and more organizations are looking for ways to improve their customer service. They are doing so by using social media. As more companies become aware of this, they follow suit. Social media allows businesses to respond quickly and create an immediate connection with their audience, including the customers they haven’t even acquired yet. For example, the world’s biggest social network, Facebook, has over 1 billion active users. Therefore, getting good customer feedback on Facebook is key to building a customer base.
Video Chat
When a customer is trying to contact you to solve a problem, they may feel more comfortable if they can video chat with you. This is especially when they need a demo on how to set up or use a product. Even if you already have some pre-recorded videos prepared for times like this, you will still appear more sincere and genuine to your customers if you can attend to them in real-time. Video chat customer service is a great way to attend to your customers sooner and resolve the problems quickly. Plus, you will leave a good impression on your customers, and the best advertising comes from word of mouth. It would be a shame if they could get better service elsewhere. Thus, you should be able to provide the best possible service, using video chat.
Conclusion
Customer service is not an easy job. You have to deal with angry customers, calls all day long and customers who can’t seem to find what they are looking for. This can be a very frustrating job for you and your team. However, once you equip your company with customer service technology and innovations, such as a reliable UX design, you can eliminate the most common concerns customers have—as quickly as possible.
