Customers are considered to be king. And with time, they have become more demanding. With the growing technology, they have become smarter and now expect better customer service than ever before.
This latest fad is not limited to only customer service but also encompasses support services. It is essential for the tech-savvy companies to adopt such technological advancement which can get rid of customer service. This is where the progress made in video conferencing, real-time messaging, chatbots, and artificial intelligence (AI) has paved the way for big changes in the customer experience.
AIStart using video conferencing to stay connected with your clients and employees
How many times have we dozed off in an audio call just because there was minimal or no surveillance? There is always a tendency to get caught multi-tasking. However, once a video call is turned on, everyone gets alert.
This is where AI comes into the picture. You can set up conference rooms especially for carrying out virtual meetings with your esteemed clientele and employees. This way, you will get their due attention.
Send them an agenda beforehand
Thanks to modern technology, we now can inform the clients and employees beforehand what we are going to discuss in the virtual meetings. It also gives them an opportunity to be better prepared for discussion during the online conference.
Lobby back the time you save while conducting online meetings by procuring more clients
There are times when you need to conduct several meetings in a day. Here, with the help of a virtual tool, you can save your time by discussing things over a video call, real-time messaging, and video conferencing which can be spent on having a healthy discussion with your esteemed clientele.
Find out ways to connect with your clients digitally, in a “tech-touch” model, and then use that outreach to drive virtual meetings.
Show empathy on the call
There needs to be compassion when you call your prospective clients. Ask them about the current global situation and if they need any help. Then follow through which is a crucial step for creating a virtual customer success roadmap.
In case they are using a different video technology than you prefer, comply with them. Proactively tell them if they are working from home that you understand there may be noises in the background. Be open to such situations.
If you really wish to delight them, finish the video call five minutes before the scheduled time.
Get your team on the same page about the customers
In this digital world where everything is possible through virtual tools, there is no way to go with hallway conversations or watercooler talk. Instead, it is better if we write them down. Keep the notes in a single place.
Keep the employees well informed about the client’s goals and success plans. Everyone needs to know the next step in the customer success roadmap at all times. It is time to divide the tasks as one person can achieve only so much.
This is all about tips to create a virtual customer success roadmap for your organization. Now, the real question is how will these technologies affect the future of customer service? Let’s find that out.
Future Predictions on Customer Service
AI has become an essential tool nowadays for customer service. In the near future, we will see an increase in the demand for AI in customer service. This will help customer service to emerge as a winner in the battle.
Now that we have discussed the future predictions on customer service, let’s divert our attention to reasons why it is imperative to utilize Artificial intelligence for better customer service experience.
The growing popularity of virtual customer assistants
Gartner estimates that by 2020, at least 25% of customer service operations will be using virtual customer assistants like chatbots. Businesses will see a major impact in the form of accelerated responses to customer queries, saving time in attending to customer service calls, and drastic productivity enhancements in providing customer service.
Contextually precise assistance
IBM estimates that chatbots can cut down resolution times from 38 hours to under 5.4 minutes for tier q inquiries. Customer service agents offering live customer support will be able to bank on the intelligence of chatbots to provide contextually precise assistance.
This is where a platform with AI-powered chatbots can come into the picture and engage, support, or even onboard customers. The amazing thing is, with the help of instant communication provided by chatbots in conjunction with multi-channel support (website, mobile apps, and others) will assist in strengthening your customer engagement strategies.
Conduct sentiment analysis
Virtual and AI tools will also come in handy to conduct sentiment analysis on the collected feedback to measure customer engagement. So, how does AI help you in this endeavour? You will be surprised to know this: Chatbots and conversational interfaces assist in collecting feedback from customers and performing sentiment analysis to calculate customer engagement.
So, what exactly is sentiment analysis?
Definition of sentiment analysis
It is an automated process that utilizes artificial intelligence to scrutinize text to induce the feelings of the text. For example, if you notice negative words in the feedback it could mean that the customer is upset over something. On the other hand, cheerful words indicate that he/she is happy with your business.
Did you know that only 1 out of 26 unhappy customers complain? This startling statistic showcases the fact that businesses need to collect customer feedback so that it becomes easier to provide better customer experience.
How are Different Sectors Leveraging the Use of Chatbots?
Augmented and virtual reality are being employed as an integral part of the customer experience. Here are some key pointers of how different sectors are leveraging the use of virtual assistants like chatbots practically in their businesses.
Let’s get started.
There is hardly any surprise to see audio & video communication becoming widely popular amongst businesses across the globe. Whether you are business executives, individuals, or groups, you might have indulged in real-time audio and video communication through virtual meetings.
Let’s now see how it is changing the business dynamics globally.
The face of customer service is evolving as we write. It is therefore very important for businesses to keep themselves informed and ensure that they take into account the changing dynamics of customer behavior while devising a strategy to excel in their business.
After all, until and unless you can think one step ahead of the customers, you will not win the war at hand. Always remember, everyone can win small battles but the one who has the acumen to win the war emerges victorious in the end! And by war, we mean decoding the right customer experience strategy before it’s too late
Vishal Soni is a digital marketing professional who works at Viewup. He specializes in growth marketing, product marketing, and SEO. He believes that the internet is more than a means of sharing great ideas. In his free time, he loves to read tech & marketing topics. You can connect with him on Twitter or LinkedIn.