How Digital Tools Are Transforming The Way Companies Interact With Customers
If we look back a few years ago, we will see a big change in the way customer service works. In the past, most of this work was done by humans with a simple phone call or letter. Today this has become more sophisticated and with less human intervention. It’s exciting to see how technological changes affect the way we communicate with each other. However, evolution brings challenges and new habits. Will artificial intelligence (AI) and machine learning take over all customer service tasks? Does it work as efficiently as humans in this area? And it certainly won’t stop there. We will see constant changes in the way companies communicate with their customers.
Optimized Email Process
With the optimization tools we have today, businesses don’t have to spend too much time answering queries. These tools allow them to automatically identify spam messages, send cold emails without having to manually send thousands of messages, and organize their messages by subject or recipient.
This technological shift has saved customer service teams a lot of time spent on email. Some of these tools are Streak or Mail Shake which are very popular in the industry.
One of the biggest benefits companies can derive from AI is the ability to create a hyper-personalized experience for their customers. This change in technology allows them to know the preferences of their customers, allowing companies to only offer items that users are interested in. This creates a smooth and enjoyable user experience and increases brand loyalty.
This process is performed using machine learning and sentiment analysis. Sophie Miles, CEO of Eleotrid, said: “The challenge will focus on developing an artificial intelligence system capable of reacting, interacting and making decisions in a human way. Luckily there are companies working on it.” artificial intelligence
This is the biggest machine learning challenge facing organizations today. It’s still not perfect. However, it is a powerful tool that businesses can use to improve their customers’ experience.
What’s the most common phrase everyone says to you when you’re trying to sell something? “Eye contact is very important.” And it’s true, but with the development of the Internet, most people prefer to buy things online, and when they need customer support, they just send an email or call the company’s representatives. There’s no eye contact there.
However, technology has spawned a new trend in customer service and sales: video voicemail and video conferencing. Video voice messaging allows the customer service team to leave a personalized message for customers to respond to their questions. This leaves room for a human touch in the form of eye contact, which then creates empathy and rapport. People are more open to conversations with someone when they look them in the eye.
Loom is one of the companies offering this service. On the other hand, Zoom Cloud Meetings is currently the most popular for video conferencing.
User Experience (UX) And User Interface (UI)
The way customers interact with your business matters. If you have a digital product like an app or software, it is an important lead generator for your brand. However, this only happens if you have a great user interface and your app or software is functional. That is why UX/UI design is becoming more and more important nowadays. According to WebFx statistics, 94% of the first impression of your business comes from the functionality of your website.
A good understanding of UX and UI creates a seamless user connection with your interface. Because of this, UX and UI designs are crucial to how the company communicates with its customers.
Automated Language Systems
Automated voice systems save your customer service team from spending too much time answering calls and inquiries. These systems work with machine learning like video voice messages.
It works like this: When a user calls with a question, the system provides the answer based on the data commands it has for that specific request. If the system does not acknowledge this request, it directs the client to a human administrator on the communications team. The only downside to this system is that it is very expensive to start with. But after a while, you save a lot of money that you would normally spend on a customer support team.
Artificial Intelligence (AI) Communication Trends.
Since the introduction of AI, businesses have transformed the way digital marketing works. It’s not just about providing personalized answers, AI also covers many areas of customer service. It helps companies analyze trends and predict future customer habits, which directly influences the way companies interact with their users. AI allows brands to offer their businesses a more pleasant experience and become exactly what users are looking for. Here are some AI communication trends that companies are using to connect with customers.
Chatbot (artificial intelligence)
Chatbots are the hottest trend in the customer service industry. The reason for this is that chatbots can handle a large number of responses without spending too much time on it. At the end of the day, they are still robots. Chatbots are very convenient for businesses because bots do not require a salary or a break. Chatbots are available to customers on the hour every day.
You’re probably thinking this point is a bit off here, but there’s an AI trend that’s growing in popularity with customers: personal assistants like Alexa. According to a recent Nielsen.com study, 24% of US citizens use a smart speaker at home. These smart speakers or personal assistants are gradually becoming a “typical” household item.
And since businesses need to be wherever users are, connecting to Alexa (or similar devices) has become a necessity for most brands. Businesses can create an app that syncs with Alexa so customers can easily access information about their products or services.
Customers can ask questions like “Hello (insert name here), where is the nearest McDonald’s location?” or “What is the estimated cost of this pair of shoes at ZARA?”
No wonder this trend is popular with all age groups. It is an innovative and intelligent technological change created to interact with users. And that’s not all… Gartner Research estimates that smart speakers will generate more than $3.5 billion this year.
The world of cryptocurrencies will not change the way customers shop. It’s really a new way of interacting, but what’s really changing this dynamic is the blockchain. Transactions cost time and money, and people must verify that a transaction is successful to avoid fraud. With blockchain this is no longer a problem.
This system was created to make the transaction process transparent so that people can easily validate a transaction without wasting too much time on it. Blockchain works on a data-driven system and provides all parties with a single version of the records that is updated as changes occur.
Simplifies the coordination and validation of transactions. A blockchain advocate named Braden Perry believes that blockchain will play a very important role in customer communications in the coming years: “Blockchain, like blockchain technology itself, is still in its infancy. his childhood in the industry, but he is at the top of his game. rapid expansion. Companies that recognize the potential and proactively harness it are likely to be at the forefront of innovation and at the forefront when the benefits are fully realized.”
Importance Of Digital Marketing.
With the growth of digital communication and technological changes in social media tools, digital marketing has become one of the main ways companies connect with their customers. Traditional marketing is getting rarer with the rise of digital trends.
Real-time messaging has entered the equation and become a big part of customer service efforts. People want quick answers with 24/7 availability. Nowadays there is also such a feature in social media apps like Facebook that allows you to see the response time of the company. If the response takes too long, customers don’t even waste time contacting them.
For this reason it has become necessary to have a response system that is also available on social networks. Most companies now also have a real-time messaging feature on their website.
Self-Service Becomes A Necessity
Businesses today that don’t make an effort to shift their momentum to a self-service model are losing a lot of money. It might sound crazy, but think about it: Most of our interactions with businesses these days are self-service. Just think about what you do when you buy something on Amazon or eBay. Do you call them to ask for a catalog or to show you their latest trends? No, you go to their platforms, browse, find what you are looking for and buy it. No clerk or cashier is needed.
For companies, this comes in very handy in the long run as they save a lot of money that they would normally spend on employees. However, you need to invest in building an AI-powered system that supports self-service.
Data-Driven Customer Service
Data has played a huge role in customer service over the last few years. There has to be a way to measure your customer service efforts. Because of this, customer service has become increasingly dependent on data and the need for a data-driven customer service system has increased. The type of data entry varies, but some useful insights reveal customers’ needs, wants, preferences, and satisfaction with their interaction with customer service.
All departments could benefit from this type of data, especially the marketing team. With the help of a data analyst, companies can analyze the information provided about customer service interactions and develop marketing strategies to improve their services or products. Social media is becoming a standard customer service tool
Social networks have opened up a new avenue for customer opinions. As users, we’ve probably left at least one review on a brand’s social media page, be it a good comment or a bad one. And we humans base our own opinions on other people’s perspectives. Therefore, companies need to create a good way to interact with customers on social networks. Especially when it comes to reviews. Because of this trend, businesses now need to find new ways to engage with customers on social media.
Less Human Intervention In Customer Service
It may sound apocalyptic to say, “robots will take our jobs away from us,” but at certain points they likely will. Today, with automation and artificial intelligence, more tasks are being done by machine learning tools than are typically done by humans. However, this does not mean that technological changes will override human interactions. That means people spend less time on customer service tasks, like B. direct discussions with each customer, but for more important tasks.
People now spend more time improving the product or service themselves or analyzing customer reactions. There’s something robots can’t do yet, and that’s sensitivity analysis. Robots don’t have human qualities like empathy or sympathy, so there are tasks that require human interaction. Without this, companies will not be able to communicate efficiently with their customers, and all efforts will only end in bad results.
Technology has transformed various aspects of our daily lives, so it’s not surprising that it’s changing the way businesses communicate with their customers. While that doesn’t mean that robots will take us out of the customer service equation, it does mean that artificial intelligence will play a major role in how businesses interact with users.