Customer Service

The Role of Technology in Amplifying Customer Service

January 19, 2017
12:00 am

Technology has always been the impetus for progress in human civilizations. Now, customer service is being taken to new heights by this same powerful force.

More about that later, but first, a simple question.

In this digitally-savvy age, how do we go about defining customers? Are they all simply generic consumers?

Not at all.

Today's intelligent analytics systems define a customer through an interconnected web formed of their buying patterns, social media activities, interests, online searches, food patterns and many more data points besides. This same technology helps to improve customer experience and, therefore, increase loyalty.

Harvard business review states, "we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards."

So, what exactly is the key consideration when improving customer experience?

It's all about communicating in a contextually relevant manner.

Today, every marketer knows that their customers are only a phone call away. Add to that onsite chatting services and social media, and you see the level of real-time communication available is being redefined.

50 years ago, instant communication was only a dream. Now, customer experience depends on it. Making proper use of these technologies creates a good customer experience and breeds customer loyalty.

Technology has made payment and refunds easier

Gone are the days where people carried around reams of banknotes to pay with. Technology has made this obsolete, creating the cashless payment systems that we use every day.

According to Epam, Americans, on average, carry less than as $20 with them in cash daily. Moreover, 10% American don't even bother to carry any cash with them at all.

As we move away from old school and lengthy cash transactions, we move into an age where technology has made modern payment and refund systems simple, transparent and instantaneous through improved connectivity.

Admittedly, customers are required to place great trust in these technologies, a prime reason why ecommerce stores try and become a safe haven regarding secure payment and refund systems.

Advanced features such as live chat help increase interactions with customers

Business is all about building healthy relationships with customers, and the ability to communicate instantly has a large part to play in this.

Since the advent of web 2.0, interactivity is everywhere, and the same trend has gripped marketing, leading to it being branded 'interactive marketing’.

Most ecommerce stores and other online businesses offer advanced services to their customers, like 24/7 online customer support, online problem docketing, and live chat tools among others. The companies employing these techniques are offering a superior level of service to their valued customers and getting ahead of the pack when it comes to building large user bases.

Technology enables you to keep your customers updated and engaged

Perhaps, even right now, you are thinking about user engagement. Visually brilliant landing pages, stellar displays of product features, push notifications, or deep linking maybe.

But when you want your customers to stay continuously updated with your product, what's the first thing that comes to mind?

Most likely, it's the medium you communication through. Understandable, because you want to reach as many users as you can. Fail to do that, and you miss the very purpose of the product update.

The best way to do this, in fact, is through your website. You know most of your users are connected 24/7/365. So, if you publish your product update on the web, it will get through to them.

We live in a connected world where the internet provides lifelines

These days, you can get an alarm to tell you there is traffic, even your smart container can remind you to take your morning pill. These smart devices have begun to play a tangbile role in governing our daily lives.

Technology is here to shape the future, amplifying customer service, and creating the opportunity to communicate in new ways in a world of unprecedented connectivity.

So, what's your take on this? Please, do let us know your thoughts of what the future holds.


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