Technology and customer service: 5 impacts on support
Understand what technological service is, the importance of combining technology and service, and how this impacts customer support.
The union of technology and service was driven by digital transformation, which changed the mentality of companies about the importance of modernizing business processes.
Customer service was not left out of this transformation, and today, contact a SAC It's much easier and requires less waiting compared to the time when the only available channel was the telephone.
Artificial intelligence (AI), cloud computing, software as a service (SaaS), live virtual chat, social networks, and other resources support customer support, creating practical contact channels and facilitating agents' internal work.
Your company is keeping an eye on New digital consumer and do you want to enter this new era?
Keep reading this article and understand how technology impacts service and, in particular, how new tools can improve the customer experience.
Have a good read!
What is technological support?
Technological service is the inclusion of several digital solutions to improve the customer experience and the ability of the attendants to provide higher quality support.
The tools facilitate both the client and the company side, contributing to the management of internal processes, the performance of the attendants, and the evaluation of the results.
Some examples of digital solutions created using new technologies are:
- self-service portals: a digital knowledge base, where customers search for questions and problems;
- Chatbots: help customers with automatic answers to basic questions, such as opening hours, return policies, etc.;
- customer service software: the Help desks that make it possible to manage tickets from various channels (e-mail, social media and live chat) and CRM (Customer Relationship Management) aimed at managing customer relationships;
- automation with AI technology: speeds up workflows, selects recommended answers, recommends tutorials, and more.
Later in the article, we will talk about the impacts that these resources have on the support service, but it is undeniable that digital transformation is here to stay and the future is promising.
What is the importance of technology in customer service?
Technology in customer service is important because Raise the level of customer experience of companies, which is decisive for the consumer's decision to become loyal to the brand or to search for another.
In addition, technology influences market innovation. The challenge of performing a given function, in an optimized way, is what drives entrepreneurs to modernize the sector.
Today, cell phones don't get out of people's hands - they even exist more smartphones than inhabitants in Brazil — however, turning on is no longer the main function of the device.
Social networks and messaging apps, such as WhatsApp, are the channels where users spend the most time connected. As a result, companies have invested in the creation of digital experiences to serve customers, making them accessible in the environments in which the consumer is.
In addition to keeping up to date with new technologies, it is also vital to observe changes in customer behavior to bet on the right solutions.
How does technology impact service?
Technology impacts customer service on key service requirements, such as: quality, agility, organization, and interactivity. These and other factors build the customer experience and bring it closer to the businesses that demonstrate that they can meet their needs.
Learn about some of these impacts and how they are boosting the service sector:
1. Digitization of the contact
One of the first impacts of technology on service was Digitizing the contact between clients and companies. This movement boosted the inclusion of chat service channels, such as: live chat software, WhatsApp, social media DMs, and others.
In a research by Grupo Sercom in partnership with Qualibest, chat (51%) and WhatsApp (49%) were the most cited by the interviewees when answering which channels they prefer to activate a company's customer service.
Those interviewed in the survey also value human interaction, which shows that new consumers do not see digital media as a barrier to relationships.
2. More precision through artificial intelligence
A artificial intelligence it also has a positive impact on communication with the customer during service.
By the way, the cloud humans service is a practical example of integrating AI into service. To improve the accuracy and agility of the answers, the attendants have access to an artificial intelligence solution that gives suggestions and corrects the answers, following the Tone of voice correct and increasing correct answers.
The attendants do not leave the front line of service, maintaining direct interaction with the customer. In this case, the AI feature comes as a support to facilitate access to knowledge base.
3. Creation of new business models
The combination of technology and service also opens up opportunities for new business models appear on the market.
The internet and new tools eliminated borders and, today, a company from the South of the country can serve a customer in the Northeast, through the digital service model.
A Cloud Humans It was born from this opportunity that technology opened up new ways of providing customer service, making it accessible for companies to work with qualified professionals and to use advanced resources with a better cost-benefit ratio.
4. Team integration via software
Os customer service software modernized and integrated support channels, creating the concept of an omnichannel strategy. The advantage of this technology is that several functions are performed with just one tool, including:
- integrate all channels into the same system;
- manage and distribute tickets between agents;
- store customer history;
- extract data for calculating indicators and analyses.
With software, companies can have a remote service team that is equally productive and qualified.
5. Reduction of operating costs
Technological service is accessible to companies of all sizes, mainly because digital solutions help to reduce operating costs with support.
A outsourcing of service makes this process even easier, especially for smaller companies and startups that require a simpler initial structure and have a smaller investment budget.
Learn more in the article: How to work with a service outsourcing platform?
Invest in digital customer support
Now that you know the importance and understand the strategic impacts of the relationship between technology and service, how about investing in modernizing your company's service?
Calculate the cost of each ticket open in your company currently with our free CX calculator.
Afterwards, Talk to the experts at Cloud Humans about how to reduce service costs in your business, creating an efficient operation that meets your company's demand.