,How vital is technology to customer service today: Technology has become an indispensable part of modern life. It can be found in each corner of our lives from mobile devices to smartphones and personal computers, LED screen advertisements, and social media. Companies have tried to find ways to improve their customer service through technology, so much so that customer service has become incomplete without it.
Technology is no longer just an excellent tool to consume but an integral part of any business arsenal, especially for small businesses with limited resources and budget constraints.
How important is technology to customer service in the modern era? Here are three reasons.
Technology enables faster, better service that customers demand
It is a by-product of technological innovation. Customers expect your business to have at least its website, where they can find out more about what you offer and answer questions about your business, products, or services. They expect you to have an email where they can contact you and quickly respond to questions and concerns on your social media accounts. They want to be able to communicate with you on multiple devices and interact with you via mobile.
Not only do they expect you to have an online presence, but they also require seamless integration between your online accounts and customer service touchpoints. And why not? Verifying your Facebook account or coordinating with a customer service agent they’ve spoken to about an issue or question should be relatively easy. Customers don’t want to waste time repeating something they’ve already said, and they expect you to be aware of any issues they have with your product.
Technology helps you improve the customer experience
Technology gives you the ability to interact with customers regularly. Don’t miss this opportunity to gather as much customer feedback and information as possible to inform your next marketing campaign or improve your current products or services. Encourage active engagement with your followers online. Reach your target audience. Find out exactly what they want. Do not take criticism negatively, but rather as an opportunity to improve yourself.
You can also use data collection or analytics software to capture buyer behavior without asking customers what they want. The online footprints they leave can also give you valued insight into what motivates them and why they’re willing to buy from you or a competitor.
Technology allows you to delight customers with thoughtful gestures. For example, food trucks offering credit card payments or other payment options can easily set you apart from competitors. This unexpected but much-appreciated feature makes it easier for customers to purchase from you.
Technology helps accelerate customer loyalty
By now, you should know that your primary goal in customer service is to build loyalty. Focus on your current customers and discover what will keep them returning. Technology can help you create loyalty programs, and when set up correctly, it enables automation that helps build a lasting, ongoing relationship with your target customers. As long as you recompense attention to what they want and implement their feedback quickly, they will stick around and even help spread the word about your business. They will be your unofficial brand ambassadors, ready to promote your product in their social circle and thus win more customers for you.