The landscape of customer care is changing, as consumers increasingly warm up to the idea of using their own devices for getting customer support and self-service. Part of growing your business in today’s environment requires staying up with the technological advancements that are enabling businesses to provide better customer experiences. Here are five technologies to keep in mind as you move forward in your business.
1. Online Messaging Channels and Chatbots
Your customer support and self-service can expand and improve through the adoption of artificial intelligence-enabled chatbots that work as support agents for customers at an instant pace. AI chatbots are often more accurate in helping customers because of the knowledge they gain from helping all past customers. When you invest in a chatbot with high memory power, you can develop a great customer support experience that gets customers what they need in a quick and convenient way.
2. Cloud Migration
Now that today’s mobile devices have faster processors, more work is possible and employees can be more productive with the convenience of better technology. The most advanced functions for business operations today are on the cloud, which means that migrating your business’s data infrastructure to the cloud could yield a high ROI. Cloud-based data storage means scaling your business is quick and affordable, giving your business a competitive edge.
3. Open Digital Marketing Channels
Open digital platforms let you cultivate and grow a digital audience interested in your business by meeting consumers on the devices they use most. These bring leads into your sales funnel, where you can convert them into paying clients or customers. Email marketing is one of the best platforms for digital marketing, because your email list members become warmer leads over time. Pay-per-click ads also help you get warm leads, and they can generate quick results with high ROIs. SEO-optimized content marketing and branded social media marketing can also pay off when used strategically on open platforms like Instagram, Facebook and YouTube.
4. Integration of CCaaS
Contact Center as a Service (CCaaS) is made to integrate 24/7 customer service and customer support features into their online and mobile experience. As a cloud-based virtual customer service call center software, CCaaS makes it easy for automated conversations, outsourced conversations and internal conversations with clients or customers to take place without losing a thread of what’s being communicated. You can even use CCaaS to help with debt recovery and to boost your sales efforts.
5. Mobile Apps and Other Mobile Technology
Companies have been leveraging SMS messaging for a while, but the next generation of connecting to mobile users is communicating with them through your own mobile app. You can send customers push notifications to notify them of coupons, flash sales and other offers, and they can take action by clicking on the notification and going to your app. You can also generate QR codes for your pages to further engage the mobile user market.
Old Tech Is Making Way for Cutting-Edge Solutions
These five customer service care trends are here to stay in the upcoming years, so companies that jump on them now can enjoy a competitive edge. As business technology continues to advance, companies that have already integrated cutting-edge software solutions are typically the first to benefit from newer upgrades and technologies that come out. By keeping your customer experience streamlined with better, more convenient technology, you’re able to reach your customer base in a way most competitors aren’t.
