There is great enthusiasm about new technology in customer service, support and success. Video progress, real-time messaging, chatbots and artificial intelligence (AI), cryptocurrencies, self-service and even the success of the client itself, presents the possibilities of major changes in day-to-day activities of practitioners of all customer success. We do.
But challenges come with new technology. When it is difficult to use new techniques and learn to adapt, then it can be expensive for businesses to implement, and we all think about some new technology, whether it will steal our jobs.
The short answer is no. Most new technologies will help only the customer-facing professionals to do their job more efficiently. However, these techniques can change your job, and these predictions come out from here. Read this blog post to get my thoughts on the future of service technology – and how it will change your day-to-day work, as well as the pace of your career.
Customer Experience Management Software(CXM)
CXM Software is a software that helps customer service teams achieve customer success. These tools improve workflow efficiency and make it easy for companies to provide effective solutions to their customers. Customer Experience Management Software service technology helps companies manage the growing demand for excellent customer service.
Now that we have a look at how we will impact customer service in the next decade.
Customer Experience service technology predictions over the next coming years
1. Face-To-Face video communication will increase
Eye contact is powerful, and the customer will, more and more, talk of non-video, real-time voice conversation as a matter of the past. Companies using video – Asynchronously, synchronize as Video Voicemail or Video Conference (like Zoom with Video) – are the forthcoming generation.
We know that eye contact improves relationships and facilitates openness (whether it is in business or in your personal life), hence there is no growing expectation of video consumers, but a viable business-improvement tool for vendors is. You should now start using video voicemail and should have face-to-face meetings whenever possible with customers in a scheduled meeting.
2. Real-time messaging will overtake email.
Email is dead, and long live chat. right?
Well, yes and no. Like a video, customers always expect you – and most of them like to use conversation over phone or email. As a channel for support Facebook Messenger has extended us beyond the light year! Now, you can communicate with businesses in real-time, and Facebook will show you your average responsiveness (and if that accountability is bad, then do not forget to attach too).
This hope of real-time messaging and accountability is also prevalent in other media. It’s not just expected on Facebook Messenger or Slack (either internally or with vendors), but the site is expected to be conversations and chat all the real-time, 1: 1, and authentic. This is a big change from the world of asynchronous snail mail, and then the email is.
The world is now operating in synchronous times – it means that you need to amend your communication technologies and strategies, while still using email to share important documents and your customers come back frequently Want to HubSpot provides a shared inbox tool, which is another great option for all incoming messages from customers, collected and assigned to a single place, and on-site chat.
3.Bot and AI will help the professionals, and not replace them.
Ah, bots. Our future Robot Overlord, right? Well, maybe not.
Today, most “bots” are not really any form of artificial intelligence. They are branching logic, presented in a conversation (like iMessage or Facebook Messenger) user interface (UI). The bot is just a different interaction mode for existing knowledge, and this is another opportunity to engage your customers. Interactive UI businesses are a great way to show themselves at the edge of the hemorrhoid of innovation.
Do not think of me wrong – it is a natural form of conversation nowadays, and bots can really be very a good when good tech is supported – but this is not “artificial intelligence”. It is very clever math, turned into experience. Near-term opportunity with the bot is twice the number:
- Bots can happen when you can not, as if your customer service team is sleeping.
- Bot customers can improve self-service, and reduce costs by providing a new, repeatable and affordable method of communication for vendors.
In the next 10-25 years, this technique will continue to make much progress and it will be able to do more than what the person is doing today. It will be smart to keep the cutting edge along with the progress for the customer-facing teams and to stay on the cutting edge to provide a better experience here.
Bots and AI will be a game-changer for customer support, where representatives work close to 90%, repeat the answers to the same questions and help the customer repeatedly on the same issue.
What about the questions people need to answer to answer?
Machines can learn, train, and teach. In the future, the rips will have to deal with only cases of shore where bots can not answer questions with the help of knowledge or previous history of customers. Once you make the support content public in a knowledge base, the bot can learn and deliver information frequently, when the customer asks for it.
When you think about the inbound service framework we are building, customer support is about engaging in reciprocally with customers, customer service is about guiding them with new suggestions and additional costs, and the customer Success is to help customers grow, and infinite additional value can provide. For both the customer and their own company.
In the grand scheme of things, when the bots and AI become a main part of each customer-facing team, the leaders will be able to retrieve the customer support representative in the customer support organization – because of the repetitive answer to questions Will be required, and customers will be able to get the price from the product and services and receive the products they already buy. The is a greater need.
4. Block Chain e-commerce will replace customer support.
Self-cryptocurrency itself is probably not going to change the success of customers, because paying with bitcoin (BTC) is not different from paying with subsequent sales of other currencies. But there are attractive applications in Blockchain Technology which are contracts in future and how transparent the payments are.
Smart Contract –
One way to implement and execute the terms of the contract for machines is, without human participation – the next generation of simple recurring payment models.
You can imagine a world in which Smart Contracting enables client success managers (CSMs) to spend less time with overpayments and money, and concentrate on delivering more time value.
So although currency change from USD to BTC is unlikely to become a mainstream item, nor will it have a major impact on the space, blockchain technology can change the face of commerce originally within the next 25 years, and CSM, Professional In the form – the improved parties can change with it.
5. Self-service will become an absolute necessity.
Since the first time someone has written a user guide, self-service is in existence. And as mentioned above, Bot and AI provide new frontiers of self-service.
But more meaningfully, customers and users are rapidly changing, and they expect more self-service opportunities than ever before.
Why is that change happening? Most vendors who negotiate with the average consumer nowadays are large and technically sophisticated – think of Amazon, Facebook, Google, Walmart, big retailers, big banks. These big businesses are embracing self-service because they reduce their costs of doing business – but in doing so, they are pushing the envelope on the more sophisticated ways of customer contact. Over time, businesses that can not live or remain with this change will look like dinosaurs for the average consumer.
Imagine a world where you have the most conversations with Messenger bots or location-aware mobile app. You think it would be very strange if a business does not offer these self-service channels, and forces you to make some old use like phone or email. Snail mail is dead, and phones and email are going to be next. This time, the killer is sophisticated self-service.
The first step to help your customers is to help yourself? You need the basis of a knowledge, where you can write answers to common customer questions that they can find on Google or use your voice search devices frequently – without using your customer support representative Talk to them from.
6. Customer success will become a competitive differential.
In the next five years, great customer success will become a significant competitive advantage for successful companies, just like today’s great customer support.
The customer success industry and the progress of the companies in search of customer value is not just to be so fast and effective. Also, the concept of customer success is beyond the software-A-A-Service (SaaS) industry. It is spreading fast and growing.
When customer success today becomes a table steak, like customer support, customer success will be an exciting time to see the takeover. But when this happens, it will present a novel challenge for those companies who want to develop their customer list. Successful, established companies will have to fully delight the customers, increase the bar for new entrants, even switching due to low-cost providers for consumers.
Also, customer success will be compulsory from one day, cost of startup will increase and margins for new entrants will be reduced. After this coming, there will be an exciting new set of challenges to stay ahead of that curve – and if you are already getting customer success in your company, then you are ahead of the game.
7. Customer service will be data-driven.
No matter what service technology you choose, it should be incorporated in a quantitative manner to measure its success. Without it, there is no way to prove that the added software is taking effect or not. Therefore, as the companies continue to adopt service technology, their customer service teams will be more dependent on analyzing the success of these programs.
With that change, there should be considerable arrivals of valuable data circulating across the entire customer service departments. Service Technology records various information about customer interactions, which are used to ignore customer needs or obstacles. Customer support and success teams then use this data to improve customer experience.
In addition, marketing and sales teams will be interested in this information as they can apply it on their own initiative. The marketing team will use these insights to highlight new obstacles and record them in the customer’s travel map. The sales team would like to understand this data relevant customers needs to touch during their sales pitch. Adopting service technology will be a new demand for customer service data that can be beneficial for your entire organization.
8.Social Media platform will become a standard customer service system.
We all know that the cathartic realization of leaving a seamless review of our least favorite stores or restaurants And, we can thank Facebook and Twitter for releasing that moment.
Social media has provided consumers with the ability to quickly criticize brands on public platforms. Bad customer experience can be recorded in the video, then millions of people can be uploaded to the internet. With the possibility of 83% of consumers relying on the opinions of their peers, this puts pressure on customer service teams to come up with a consistent and effective feedback plan.
To do this, companies must adapt their social media accounts to handle customer service conditions. Whether it is a messaging service or a dedicated representative, businesses need to create a game plan that manages simple social media interaction. This means that social media channels like Facebook, Twitter and Instagram will become a viable option for customers who want to submit feedback.
In the past, these mediums will not even be considered as a customer service option. However, as social media continues to open new outlets for customers’ reviews, companies will be forced to join these consumers on their online turf.
Customer Service Representatives will solve fewer problems.
Well, it sounds bad, but it’s not really!
With more AI and self-service resources available to the customer, customer support will see a decrease in the count of cases. This is because smaller, less complex problems will be solved by customer or service technology.
So does it mean that you can fire your customer support team? No! Your representatives will be able to use this added time to focus on resolving more difficult product or service issues. This significantly improves the customer experience because it allows your representative to deliver more personalized conversations. Rather than feeling the pressure of rising case queue, customer service teams can be deeper in their work and avoid expensive troubleshooting errors.
In addition, while solving further support issues by front-line customer service, your product specialists can spend more time improving the product or service. Rather than playing customer-facing responsibilities, engineers and product developers can focus their energy on renewing your company’s offer.
Still has not been sold for investing in your customer service team?