Week 11 Technology and Customer Service (PDF)

Week 11 Technology and Customer Service Learning Outcomes: 1. What Is Customer Service Technology? 2. Main Areas of Technology in Communications 3. Technology and Customer Service/Pros and Cons 4 Reasons Technology is The Key to Personalized Customer Service 5. Customer Service Technology Trends ...

Week 11 Technology and Customer Service Learning Outcomes: 1. What Is Customer Service Technology? 2. Main Areas of Technology in Communications 3. Technology and Customer Service/Pros and Cons 4 Reasons Technology is The Key to Personalized Customer Service 5. Customer Service Technology Trends  Customer Service Technology and its Role Customer Service Technology is any form of technology used to aid and enhance the customer experience you deliver. Can range from having multi-channel communications, to using software to manage your customer database. (Promote Data analytics (especially predictive analysis) Implementing technology in the customer service sector aims to enhance efficiency, improve customer satisfaction, and reduce operational costs. What do customers expect? Availability: Services designed to meet the customer’s schedule. Accessibility: When the customer needs to talk, the provider can be reached. Accountability: Customers prefer quick and accurate answers to service questions.  Main Areas of Technology in Communications 1. Customer 4. Social 2. Artificial Relationship 3. Self- Media Intelligence (AI) Management Service Portals Management and Chatbots (CRM) Systems Tools 5. Voice 6. 7. Analytics 8. Customer Assistants and Omnichannel and Reporting Feedback Interactive Voice Support Solutions Tools Systems Response (IVR) 9. Remote 10. Robotic Assistance and Process Augmented Automation (RPA) Reality (AR)  The Robots Are Taking Over! Whatever you call them, chatbots, webchats, or live chats aim to remove the need for an agent. Currently, chatbots are great at dealing with simple requests like “What time are you open?” or “How long does delivery take?” Anything that can be found on the company's website but we're too lazy to search for. In 2016. IBM believes that by the end of 2021, 85% of customer interactions will be handled without the need for a human agent. AI Creates More Time for the Human to Touch.! As robots deal with more customers, human agents have more time to deal with more complex personal requests and complaints. Workloads can be reduced, not having to deal with the same repetitive problems. When this is the case, you can get the more critical issues dealt with, and your customers will be happier. There's the bonus that if your agents don’t have to be stressed out dealing with hundreds of customers, they’ll be happier in their job. Happy agents produce a better customer experience - that's a fact. Delivering Self-serve facilities will continue to evolve and service play a more important role in service delivery through There are both advantages and disadvantages to electronic this channels and robots Technology and Customer Service: Advantage 1. Improve the Lines of Communication Technology makes customer service better in that it opens up more channels for customers to contact support (such as social media, email, phones, instant messaging, etc.). Those platforms have increased customer engagement and improved customer experience. In general, younger generations would rather contact a business through Facebook or other social media platforms or have their questions answered via text. An older demographic likes the familiarity of being able to speak to a real human on the telephone. See: Next Graph 2. Keep Customers Informed An essential aspect of creating a good customer experience is keeping your customers informed about what’s going on with your business and in your industry. 3. Makes Tasks Easier This is a great example of how technology can improve a customer’s experience by letting them act independently. The phrase “there’s an app for that,”; from handling finances to getting a ride or ordering a pizza, is what we all expect. 4. Resolve Issues and Respond to Customers Turning customer feedback into action. Create a single source of truth for feedback/Identify measurable ways to gauge the impact of incoming feedback/Operationalize feedback review and response/Close the loop.) Age group using social media for providing feedback to brands  Technology and Customer Service: Disadvantage Lack of Human Touch Technical Issues and Downtime Privacy and Security Concerns High Implementation Costs Limited Problem-Solving Abilities  Managing Complaints on Social Media Over the last several years, it’s become increasingly common for consumers to share their negative experiences with brands on social media. The number of customers who prefer to express their grievances via digital platforms rather than by phone or in person has tripled in the last three years, and 48% of American consumers rely on social media. Public responses can demonstrate that an organization cares about its customers and is proactive in addressing their needs, but these responses can also attract attention to those negative experiences. National Consumer Rage Study ,2020  Managing Complaints on Social Media The study defined 2 types of social media strategies: 1. open strategies, in which firms provided public responses 2. closed strategies, in which firms responded with just a single message directing the complainant to a private forum. Finding: public engagement with unhappy customers isn’t always the right move.  Open strategies challenges Rapid Volume Public Response and Visibility Expectati Variety of ons Platforms Escalation Resource Risks Allocation To address these challenges, businesses should implement strategies such as: Developing a Social Media Policy: Establish clear guidelines for responding to complaints, ensuring consistency and professionalism. Training Staff: Equip team members with the skills to handle complaints empathetically and effectively. Utilizing Monitoring Tools: Employ social listening tools to track mentions and sentiments, enabling proactive engagement. Creating an Escalation Plan: Define procedures for escalating issues that cannot be resolved at the initial point of contact.  https://www.youtube.com/watch?v=cloBztUJEGQ FXMirror_3D Virtual Fitting Solution