Every aspect of the modern business has been transformed and
redefined by new technology, and customer support is certainly no different.
Companies have always cared about getting information on their customers, but
never before has such a large amount of data been available to so many.
Organizations that can harness the power of internet and digital technology to
better understand, serve, and respond to customers stand to gain a massive
advantage in the marketplace.
Video and Real-Time Communication
Modern consumers expect prompt replies when they communicate
with companies, which makes video conferencing and real-time chat real
priorities for customer service. Communicating through video not only shows a
real person on the other end, rather than a faceless business, but it also
gives them a direct point of contact where they can discuss and solve problems
quickly. Real-time chat offers similar benefits with a little less pressure on
customer service reps and customers who are uncomfortable with a video
Information Extraction Tools
Processing thousands of pages of written information is a
painstaking task that can be a drain on morale and employee time. Entity
extraction tools are a relatively new innovation that applies a
complex, evolving program to analyze and summarize content. They are
particularly useful for pulling names, numbers, and other crucial details out
of a massive collection of data.
Customer Relationship Management Solutions
Customer relationship management (CRM) software tools are
another relatively recent trend for businesses that operate primarily online.
These tools integrate various aspects of consumer relations, including customer
support and marketing, allowing for an updated and unified database. They also
allow businesses to create detailed, personalized profiles of each individual
customer, tracking their buying habits, past communications with the company,
and other critical information.
Access through Mobile Technology
also enhances customer support by giving consumer more power to identify and
solve problems on their own. Mobile support applications are just one way to do
this. Allowing users to connect to the company through mobile technology and
search for common problems, solutions, and other details can alleviate the
burden of mundane troubleshooting for the customer service team. Many customers
are willing to do a little research as long as they know where to look for
accurate, current advice.
isn’t a luxury or a convenience; it’s absolutely essential for the success of
any modern business operating in a digital environment. There are plenty of
ways that technology can improve support services, so it’s up to business
leaders to find the best opportunities for their company and customers.