By Tom Goldsworthy
Many factors play a significant role in the growth of a business. However, one crucial factor determining a company's growth and profitability is its customer service.
While many companies are still working with a siloed model with a reluctance to share information across the company, the impact of customer service and support in organisational operations is enormous.
Customer service is an essential part of any business, whether large or small. However, the need to satisfy an increasingly demanding clientele has forced many companies to reposition and strengthen their customer service resource.
So, what's essential?
- Across the globe, 96% of consumers say customer service is a vital factor for their choice of loyalty to a brand.
- 33% of customers who left a business relationship last year did so because personalisation was lacking.
- 77% of consumers view brands more favourably if they proactively invite and accept customer feedback.
- 89% of consumers have switched to doing business with a competitor following a bad customer experience.
- 70% of consumers say they have already chosen to support a company that delivers excellent customer service.
The impact of technology on customer service
There is a big buzz about new technology in customer service. With many innovative and unique SaaS technologies designed to assist customer service teams - the future of customer service is bright.
So, it goes without saying, integrating modern technological tools into your customer service processes will help boost workflow efficiency and assist your business to offer workable solutions for your customers - and this is something VTSL can help with.
As attitudes and expectations of the modern-day customer continue to change, customer service departments need to leverage new technologies to thrive in the ever dynamic market space and customer-centered business environment.
Millennials are driving the push for more remote and technology-focused solutions and demanding more responsive customer service. Technology offers the best possibilities for transforming customer service in the nearest future.
Six ways technology could affect the future of customer service:
1. Increased face-to-face video communicationFace-to-face video communication offers an alternative to phone and email conversations with customers. In most cases, communication happens through nonverbal signals that you can easily understand through face-to-face video platforms.
However, it's not always possible for your end-user - depending on their connectivity so offering a robust voice service is the next best thing - ensuring no important details are missed.
2. Enhanced use of Chatbox
The customer service space has witnessed an increase in the use of automated chatbots. More businesses are beginning to deploy chatbots to meet customers' expectations that want real-time responses at any time.
In years to come, bots will use Natural language Processing ( NLP) to interpret nuances of language and understand better the intent of a question... which, although significant, is many years away and doesn't compare to personalised customer assistance.
3. Omnichannel to change the face of customer service
Modern-day businesses should be able to deliver consistent and robust support over omnichannel.
One of the main challenges facing many company's customer services is the overbearing need for customers to keep repeating their questions to different customer service representatives. With omnichannel customer service and VTSL's integrations with existing CRM systems, businesses can better manage customer communications within one platform.
Omnichannel customer service allows companies to integrate their online and offline communication channels to deliver an incredible customer experience. With improved data-based support and better accessibility for customers, omnichannel customer service will change the face of customer service in no distant time.
4. AI-based services to enhance customer experience
Self-service tools driven by Artificial Intelligence and Machine Learning could dominate the customer service industry. However, it's important to note that human interaction, specifically over the phone, is the number one way customers and prospects engage with businesses.
The advent of social media has dramatically revolutionised our world, with customer service and support being a big beneficiary to customers and companies alike.
The power of social media continues to snowball. With more people gaining access to internet services worldwide, companies can now reach many more potential customers. In addition, now more than ever before, customers are channeling their complaints via social media.
That being said, only 1 in 3 social media users have a preference for using social media customer care services over the telephone or via email. And although an estimated 67% of consumers now use social media like Facebook and Twitter to seek resolution issues, they don't feel they receive the same support as on the phone.
6. Personalised experiences as never seen before
Studies show that personalised customer experience has a significant impact on profits. And, according to a 2017 State of Personalization Report, 71% of consumers are frustrated by impersonal experiences.
Modern-day consumers crave more personalised experiences from brands to earn their loyalty - voice delivers this. Hyper-personalised services will change the future of customer service by creating solutions that would make the customers feel unique and valued.
Why Choose Us
VTSL cloud communications systems are simple, efficient and robust. We provide the best telephony solutions entirely designed to improve your business's efficiency and growth.
We have engineered our cloud communications system to suit the needs of both small and medium-sized businesses. And, integrating VTSL cloud communication services with your customer support will improve your business' employee satisfaction - which ultimately increases sales and profitability.
Plus, our unrivaled support, highly competitive pricing, and unbeatable flexibility ensure you have the best possible phone systems that set you apart from the competition.
About VTSL
VTSL is a leading cloud communications provider, offering GP practices and other organisations across the UK & Ireland powerful voice communications technology that allows them to work smarter. VTSL's service streamlines day-to-day interactions with intuitive and easy-to-use management portals, mobile apps, and state-of-the-art phones. Integrations with applications such as EMIS reduce admin time and provides a seamless working across platforms. Learn more by emailing info@vtsl.net today.
