5 Key Technologies For The Future Of Digital Customer Service

The digital customer service is evolving rapidly. The integration of digitalization technology will influence the agility, flexibility and development of companies, that is, their growth.

There are 5 key technologies for the future of digital customer service, both online with technological developments and in terms of growth:

1) Live Chat

A few years ago, live chat was a good novelty to have on the website. Now, it is a necessity. Most users expect a self-service option on websites, and want speed combined with personalization.

With live chat, you can increase efficiency by solving queries faster. The fact that it is a real-time interaction channel makes it possible. At the same time, agents who use it can generate revenue by identifying possible proactive opportunities for sales service.

Live chat offers a service that users want and helps agents work more efficiently at a lower cost than other channels.

2) Omnichannel Coverage

Like live chat, omnichannel user service coverage is a necessity in the era of digitalization. When the omnichannel is doing well, all digital channels can be unified on a single platform to bring users wherever they choose to interact.

Companies that use omnichannel customer service can unify user requests and conversations from social networks, live chat, email, forums, blogs, mobile applications and contact forms on a single platform. This makes it easier for agents to respond to large volumes of interactions with users.

It is vital to be available on the channels that users use. Therefore, it is convenient for organizations to carry out an investigation to identify which channels their users demand and maintain an active presence there.

3) Advanced Reports

Any digital customer service software includes advanced reporting functions, which facilitate the monitoring and measurement of business objectives. This allows companies to optimize workflows, deepen specific incidents, prioritize queues in real time and identify new business opportunities for cross selling and up selling. The end result: knowing more about how you work helps companies manage actions more intelligently.

For call center leaders, having detailed data to track digital customer service needs helps optimize efficiency. This is important for companies of all sizes, especially those with high growth.

The more companies know about their users and their agents, the better their service will be. Monitoring customer service activities allows them to adapt with agility, flexibility and scalability.

4) Powerful CRM

CRM is one of the most important tools that customer service agents can have at their fingertips. With the appropriate CRM technology, all user data and interactions are stored, allowing the personalization of responses. Without CRM, knowledge about users and solutions to key problems is not retained.

Connecting the activities of users through social networks in a single registry is key to a more personalized service. It is also important to consider the online reach of a user because this could affect the tone and content of an agent’s interactions. And the best thing about CRM is that it gives agents more information about users, thus offering a more personalized style of service, exactly what is demanded today. The use of CRM constantly develops the intelligence of the customer service team.

5) Smart Routing

When incoming customer service queries are not intelligently routed to the best agent for a specific user or problem, the equipment is not operating with maximum efficiency.

The intelligent routing and automatic prioritization of tickets allows increasing the resolution in the first contact and using the full potential of the agents. Inquiries from incoming users are routed to the contact center agent team based on their skills, relationships and availability. In this way, each user automatically addresses the best possible agent.

For each user and each service query, there is an ideal customer service agent. Using intelligent routing fosters human service and long-term relationships between users and agents.

Appropriate call center software will help the call center grow and increase ROI through excellent digital customer service.