How Digital Technologies are Redefining Customer Services

Consumer habits have been revolutionised by digital technology, which allow consumers to receive what they want practically as soon as they need it. Customers often judge a company based on its digital customer experience, according to research. Furthermore, digital transformation provides a business with the ability to not just understand its customers, but also the means to engage with them and meet their expectations.

Companies used to deploy their communication channels in silos, which is why agents didn't know about their customers' previous digital interactions and didn't grasp the customer's previous activities on their website before responding to their questions. This irritated the consumer because they had to constantly repeating information that had already been provided. Multi-channel digital customer experience could be a good solution to this problem.

Different Methodologies in Customer Service

Digital OmniChannel Experience

In the digital ecosystem, any company that uses numerous customer channels to create a superior customer experience is a leader. As a result, you should track the customer's journey through various channels such as the web, phone, emails, and social media to understand their preferences and give support across all channels based on your audience.

The Internet and Social Media

Customers have become more empowered as a result of social media, and they prefer to believe their peers' comments on your products and services, so arming your customer support team with a consistent and effective reaction plan could be a winning strategy. In recent years, providing assistance via Twitter, Facebook, and other social media platforms has become the norm.

Self-service and chatbots

Whether you want a fully automated AI-based chatbot or a semi-automated service with human participation, digital chatbots are the most demanding apps that can fulfil and play the function of customer support. Chatbots may be trained to handle complex enquiries and to direct visitors to take specified actions using machine learning.

Co-browsing and chatting

Co-browsing allows the customer service person to work in real time with the customer's browser. This allows an agent to see the problem and navigate over the customer's screen to help non-technical customers go through the complicated processes. Such selections can be shown adjacent to contact information for better visibility. Alternatively, a voice agent's script can be changed to assist clients in discovering the various digital engagement alternatives available.

Voice in the Digital Age

This feature will allow your consumers to interact with you via digital voice from your website or mobile application . Customers can request a callback at a time that is convenient for them, and you can reach out to them at that time.

Chat with Interactive Voice Response (IVR)

While customers wait for an interactive voice response (IVR), send them an SMS with a link to start a chat. Clicking on the link will start a chat with the agent, and the gap can be shortened by forwarding the IVR data to the chat agent, allowing the customer to pick up where they left off.

Combine the physical and digital worlds

When digital and physical experiences are combined, powerful outcomes are achieved. Consider QR codes: a corporation can attach a QR code to its products, develop an application that allows users to scan the code, and this can further assist customers in understanding the product's maintenance schedule and other elements. This will not only aid in providing excellent customer service, but it will also improve customer satisfaction and relieve burden on customer service personnel.

Isn't it appealing? We've come to make it a reality. If you want to digitise your customer service, we can help you develop applications like chatbots, AI-guided self-service, product maintenance, virtual assistants, and much more that will empower your consumers and increase your revenue.