With technology in the digital space progressing further each year, we’re quickly becoming used to quick, seamless and mobile ways to interact with brands. As more and more companies adopt new technology and methods of customer service, any outliers that refuse to change will seem outdated, inaccessible and possibly even not worth the effort for the average 21st-century customer.
So what is the future of customer service? We look at the different elements that are changing the way customers interact with brands in today’s community-driven world, as well as what the public have now come to expect from organizations as standard. Read on for our insights and predictions for the future of customer service.
Self-service is the future of customer service online
Not only does self-service reduce the need for extra employee resource, but it also empowers the customer. When a customer can go online, enter a query on your organization’s discussion forum and find an answer or solution on their own, then it removes any feelings of helplessness or any idea that the ‘corporation’ is hiding behind any walls.
Harboring an environment of transparency this way can help boost your brand’s trust online, and will in turn create a community where your customers can interact and solve each other’s problems and queries. You could even take this further by creating a static knowledge base that gives answers to common questions, which would act as a first port-of-call for customers, before turning to other community members and then a more direct way of resolving through traditional customer service if necessary.
Humans will continue to form the backbone of digital customer service
Despite self-service being a key part of the future of customer service, it will still ultimately be the humans behind the technology that are able to successfully leverage it. The customer service and technical teams that moderate and interact with the forums, live chats and knowledge bases give life to the applications and add a sense of security, giving your customers peace of mind that they’re never too far away from speaking to a real person if they need to.
Email will become too slow and redundant in the rise of live chat
A mainstay of digital communication now for decades, email still doesn’t seem like it should be going anywhere. When you look at disruptive new messaging technology however, such as instant messaging, or live chat as it’s known in the customer service realm, you can see why some say that traditional email’s time is limited.
Live chat removes customer anxiety about reply time, whilst also doesn’t require the commitment of a phone call. The real-time responses and notifications of live chat help to reassure the customer and provide constant feedback for peace of mind. Perhaps seen as a gimmick or an added extra when first launched, live chat now forms the foundation of modern ecommerce customer service.
Read more about Telligent Community’s chat application features and benefits.
Speed will remain key, in all aspects of service
Just as it matters today, speed and efficiency will continue to be paramount to the future of successful customer service. This is not just tied to modern, fast-acting functionality such as live chat, but also to the general swiftness of your service.
Having a multifaceted customer service application, such as Telligent Community, will allow your organization to provide a customer-centric, interactive platform that resolves issues and queries efficiently and quickly. From interactive wikis and blogs, through to instant messaging and Q&A forums, Telligent Community has all the tools your organization needs to stay ahead of the curve and be ready for the future of customer service.