Technology is becoming more important than ever. This rings true in pretty much every field out there. The customer service industry has also been changed completely by how advanced technology is becoming. It is true that a human touch will always be necessary, after all it helps customers feel like their concerns are being taken seriously and it is simply easier to talk to a real human. However, technology such as the support ticket system by Kayako is now essential to providing the best way to optimize your service. Here are some reasons why technology is so important for customer service.
#1 Helps Set You Apart
Customer service software is easy to customize. This means that you would be able to give it your own unique spin. A feature like this can help you set your company apart and show people that you have something new to offer. Human CSRs can often be difficult to set apart because they tend to gravitate towards the same platitudes and speech patterns. Technology can help your brand develop a unique identity that would help people associate your name with good customer service. This can go a long way towards establishing you as the company to buy from.
#2 Helps Boost Call to Sale Ratio
A customer calling in to ask about a product is a potential sale. Technology can help you move the sale along much more quickly. This is because you would be able to create straightforward channels that would guide each customer through their queries and help them figure out whether they actually want to buy or not. This is a no pressure way of getting customers interested in buying. It also helps take the pressure off of your customer service representatives, helping them work a lot more efficiently at dealing with complaints.
#3 Native Chat Apps
Your customers shouldn’t have to go to a special website to be able to contact a customer service representative. Ideally, they should be able to get customer service, at least in live chat form, from your main website. This is especially true if you are running an ecommerce store or something similar. Customer service software can help you get native live chat up and running without a hitch. It also makes running native chat apps a far less stress inducing experience because you will probably get top notch customer support with the software.
#4 Allows Mobile Customer Support
The phrase of the day is immediate gratification. That is what customers want, and that is what you will have to give to them if you want them to stick around with you. One way technology can help you give customers this immediate gratification is by allowing them to access live chat customer support through their mobile phones. This means that they can get top notch, non invasive customer care that doesn’t involve calling and talking to someone whenever they want it. It also makes the live chat experience easier since it will be optimized for cellphones.
#5 Helps You Understand Customers
Businesses will do anything to better understand their customers. Buying patterns, purchase decisions, complaints, all of these things can be better understood by gathering data about them. Technology is the single best way to gather this data. Once this data has been gathered, it becomes a lot easier for your customer service representatives to give your customers the perfect sales pitch. This happens without your customers even realizing that they are being sold to which is an important aspect of this type of business. This shows that technology is great for expanding your business as well, not just maintaining it.
#6 Easy Ways to Pay
Improving the customer experience isn’t just about addressing their complaints. It is also about making sure that buying your product or service in the first place is as easy as possible. There are multiple easy ways to pay for things now. The internet makes it easy to access them, and you now have portals such as PayPal and Payoneer which are excellent and easy ways to make transactions possible. You should make your website compatible with these services so that customers don’t have to put too much effort into paying for things of yours that they want to buy.
#7 More Readily Available Customer Service
Technology allows you to provide customer service twenty four hours a day, seven days a week. It is important to do so because your customers would want to have their concerns addressed at pretty much any time. The great thing is that the tech that lets you do this allows you to give your CSRs time off. You won’t have to force your customer service team to work at night anymore, something that would really improve their work situation.