How Changing Technology is Impacting Customer Service

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Customer service is the mainstay of your organisation’s reputation. Looking after your customers is paramount if you want to remain in business but over the last few years, customer care has gone though a number of changes. It’s now easier than ever for customers to share negative feedback online and switch providers but there are also more great ways that organisations can meet the needs of their customers and exceed their expectations.

Changing technology has had a huge impact on customer care in recent years. Here are a few of the most significant changes that have taken place according to Toolbox.com:

Predictive analytics

We might not yet have a crystal ball to tell us when something is going to go wrong with a product or service, but predictive analytics is the next best thing.

Anticipating customer issues and taking proactive steps to fixing them is one of the best ways to build customer loyalty and a great customer experience, and with predictive analytics this process is much easier. With the Internet of things, products can be connected to the Internet so they can let organisations know when there is a problem, before the customer does.

Chatbots and artificial intelligence

While we’re not quite ready to replace human customer service agents, we are seeing an increase in automated chat services that can take care of routine queries, leaving human customer support agents to tackle the more complex issues. Robot customer support is cost effective and available 24/7 and it means that human customer support agents can be utilised where they are most effective, building relationships and helping customers with more complex issues.

Readily available feedback

These days there is no excuse not to know exactly what your customers think of your organisation and products. Technology has given us a multitude of different ways to gather feedback in real time and use this insight to improve processes and products.

Not only is it important to seek out feedback and act on it, your business reputation depends on it. With social media and review sites it’s now very easy for a negative review to go viral and this can cause untold damage to your reputation if it happens.

Technology is coming to the forefront of customer care in many organisations and there are numerous ways that new technology can help businesses better meet the needs of their customers. Keeping up to date with the latest developments in customer care technology lets you find new, innovative ways to keep your customers happy and ensure their loyalty in the future.

 

About Stella Noutsis

Stella Noutsis is an ICT Consultant with CoTé Software and Solutions. Stella is an experienced Project Manager with many years of success in the planning, development and delivery of IT initiatives in a complex, multi-national General Insurance company. She is a strong relationship builder with strengths in establishing trust with all project stakeholders, with an outstanding work ethic, which is further complimented by strong business & technical acumen.