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Posted by Eric Klimuk on Nov 30, 2017 7:28:31 AM
Eric Klimuk
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Four Current Trends in Technology for Customer Service

Good customer service is essential to any business. For customers who want to win and retain customers, it is important to implement all available advantages. As a result, it is important companies understand how new technology is being utilized in the field of customer service to improve how businesses operate. It is pivotal that companies have an in-depth understanding of what the latest trends are in how companies use technology for customer service.

Technology #1 - Analysis of Data Sets

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An increasing number of companies are beginning to analyze data to determine what the relationship is like between businesses and customers. Some of the information provided by this data shows information about how consumers use a product and what type of consumer is most likely to use a product. By shaping a company’s future customer service efforts around this data, many businesses are able to gain a larger sales piece and foster deeper connections with existing customers. This data has also been used by companies to anticipate problems in advance of customers asking for a resolution.

While there are some types of technology available to gain this information, many other companies have discovered customers provide additional data if incentives or rebates on a product are offered. As more companies recognize the benefits of these methods and the ease with which the technology can be implemented, it is likely that an increased number of companies will utilize this technology.

There are many areas a company can improve through the use of data sets. One of the areas where companies have discovered data sets can be particularly helpful are internal data communications . A thorough analysis of data sets in this area lets companies increase efficiency, reduce weakness, and ultimately increase the company’s sale base.

Technology #2 - Chatbots

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The amount of companies that use artificial intelligence to facilitate customer service is growing significantly. A significant number of companies use chatbots to provide customer service with human-like encounters for consumers but are much more cost efficient. The information provided to chatbots can be used to create a more detailed and in-depth system for consumers. As customer service becomes available in more ways including the internet, mobile applications, and text messaging, companies are likely to increase the number of chatbots to meet the needs of customers.

Technology #3 - Messaging Applications

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Strong communication is one of the most essential elements of good customer service. Cutting-edge technology provides companies with the ability to collect and utilize feedback in an unprecedented manner. Messaging applications are currently the leading way in which customers choose to communicate with companies. Facebook’s Messenger program is one of the most popular messenger programs that lets businesses communicate with consumers.

One of the primary advantages of messenger programs for consumers is t these services are always available to voice a complaint. To meet customer expectations, an increasing number of companies are expected to increase their availability through messenger applications.

Messaging applications, however, are not the only way in which companies have begun to address the need that customers have for product support. Another increasing trend among companies is to create a knowledge base .

Technology #4 - Mobile Support

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Transactions that occur through mobile devices comprise nearly half of all e-commerce. To satisfy the demand of customers, many companies will likely continue to develop online storefronts for mobile applications. Technology is currently being developed to meet the needs of mobile users who expect to be able communicate with a company anytime and anywhere.

The increase in the number of mobile applications has caused many companies to evaluate how effective their multiple lines of communications  with consumers are. An increasing number of consumers expect to not only be able to call a company at any time of day, but also interact with the company’s mobile applications. As a result of this demand, many companies have been forced to incorporate mobile applications into their lines of communications.

The Benefit for Companies and Consumers

Each of these experiences is capable of improving interactions for both businesses as well as customers. Each of these four technology elements creates an improved experience for consumers that is more personalized towards meeting each customer’s needs. Companies also benefit from implementing this technology because these methods can gain new customers and are more likely to turn first-time customers into repeat consumers, which both help to drive a company’s sales growth.