In the past, customer service was a channel for companies to engage with their customers in order to solve problems and help them get the information they needed. But today, customer service is less about solving problems and more about making complex customer experiences simple and enjoyable.
The future of customer service is focused on reducing friction in the customer journey by creating digital experiences that are tailored to each individual. This is done through personalized digital interactions that create a positive customer experience.
This article will explore the latest innovations in customer service to take your business to the next level.
Innovations in Customer Service
There are some businesses that have made it their mission to provide the best customer service by going above and beyond what is expected. To do this, they have come up with creative solutions and innovative technologies that make it easier for the customers to communicate with them.
Some of these technologies include chatbots, interactive touchscreens, and webinars.
- Chatbots
Chatbots are one of the most popular customer service tools that are used by businesses. The more intelligent chatbots get, the more tasks they can do, and so it’s best to have automated chatbot assistants that can handle several customer service tasks such as:
* Providing help with account and billing inquiries
* Gathering feedback.
* Updating customers on order status.
* Sending receipts and other information.
* Adding items to orders.
The chatbot will also be able to handle several FAQs in order to solve common issues. This will allow the company’s agents to take on more complex jobs while still being able to provide assistance when needed.
- Interactive Touchscreens
With interactive touchscreens now being offered by companies like microtouch.com, customer service becomes more personalized and has the capacity for much more customization. It can provide a better experience for customers while enhancing the efficiency of how it is handled.
A touchscreen is an option if you want your customers to have a more personalized experience with your brand. Touchscreens can make customer services more efficient and allow for better customization.
- Webinars
Although webinars are not a new technology, here are a few reasons webinars are still one of the most effective ways to connect with customers.
* Webinars are a great way for companies to provide their customers with the information they need to make a purchase.
* Webinars are a cost-effective, engaging, and interactive way for brands to communicate with their customers.
* Webinars can deliver training, display products, or introduce new staff members.
* Webinars can be recorded and shared on social media for anyone who couldn’t attend the live session.
Customer service is more important than ever in the digital age because consumers are more empowered with technologies like chatbots, interactive screens, and webinars to get all their questions answered quickly and efficiently.
Although people often think of customer service as personal service, technology has solved many problems associated with a customer service representative talking to a customer.
Sometimes customers don’t want to wait on hold for long periods of time before they can speak with a customer service representative.
At other times, they want their issues resolved immediately via an online chat or email rather than a long-winded telephone discussion with someone from the company.
Many times this impatience will lead customers to abandon their digital journey altogether without giving a company a chance to help them resolve their issues.
