During the last few years we have been able to appreciate the incredible technological advances in customer service. Improving the quality of customer service is the main purpose of all these changes. In the midst of digital transformation, the way people interact with their environment is not the only thing that has changed. The way of understanding work and the way of working has also been part of this transformation.

Today the customer is more digital than ever, he is the one who chooses the channel and the device with which he wants to interact. To achieve this, companies have had to make an effort and adapt to all the changes that have appeared. Offering the best service to customers is the way to be able to attract and retain them in a global and competitive market.
According to recent studies confirm that;

  • 72.2% of the Spanish population claims to have used a customer service in the last year.
  • 74.6% consider that customer service has directly influenced their decision to purchase or buy back a service.
  • 75.6% of users declare that they would change providers if they received care that did not suit their needs.

For all this, at Somos Sinapsis we believe that it is necessary to know the technological trends that are transforming customer service. Join us to get to know them.

Robotization

This type of technology is allowing any company to automate customer service processes using two systems. Customer service bots facilitate agility in communication with customers by automating work. Having virtual assistants that provide solutions saves time and offers a higher quality of communication between companies and their clients. Among the benefits that robotization provides in customer service, the following can be highlighted:

  1. Good experience.
  2. Automation and process improvement.
  3. They allow to satisfy the needs of the users.
  4. It offers greater efficiency in the use of resources.
  5. There is an organized history.
  6. The messages are totally personalized.

Conversational Artificial Intelligence

The main point of contact offered by brands is, to a greater or lesser extent, mediated by AI. Customers are becoming more and more familiar with technology and the immediacy it entails. For this reason they demand faster resolutions and greater control over their procedures. Integrating Conversational Artificial Intelligence into the customer service process is no longer an option but rather an obligation. The main reasons why it is recommended to implement this system in businesses are:

  1. Privacy & Security.
  2. Personalization
  3. 24/7 customer service.
  4. Cost reduction in customer service.
  5. Give answers and solutions on all channels.
  6. Provide metrics to better understand your target audience.

Smart Working

Smart Working is a new work model that brings together the teleworking formula with the use of new technologies. It is based on providing employees with all the necessary tools to achieve a maximum level of professional performance anywhere. It is a work methodology that is based on trust in the worker. Smart Working will be effective if employees fully understand what the company’s goals are, as well as their own. This technique does not intend for the worker to perform a fixed number of hours, but rather to comply with the objectives that have previously been determined. The characteristics on which Smart Working is supported are:

  1. Remote work.
  2. Technology.
  3. Time freedom.
  4. Mobility

Omnichannel Strategy

The objective of this strategy is to offer a seamless customer experience across different channels by integrating them into a single system. Customer service agents have a complete view of a customer’s interactions. This enables them to respond to inquiries more efficiently and effectively. Among the advantages of this strategy are:

  1. Improved probability of purchase and greater customer satisfaction.
  2. Obtain more information about customers.
  3. Differentiation from the competition.
  4. Increased productivity and job satisfaction of customer service agents.
  5. Cost savings.

Personalized Customer Journey

Customer Journey is the path that a customer travels through the different points of contact and interrelation with organizations. For a brand to stand out and retain a customer, it must offer them the possibility of living a rewarding experience. This way to go can be virtual or physical, even a mixture of both.
To carry out a complete and in-depth Personalized Customer Journey, follow these steps:

  1. Identify the customer.
  2. Understand each of the phases in which the client interacts with the company.
  3. Identify his motivations and doubts.
  4. Find the points of contact.
  5. Define the key moments.
  6. Understand your problems to turn them into opportunities.

Bibliotecaria frustrada que un día descubrió el potencial que tenía de creatividad y después de varios cursos de marketing decidió explotarlo en redes sociales y terminó haciéndose community mánager de diferentes empresas y artistas. Le encanta el silencio pero es melómana hasta la médula, puro espíritu de contradicción. Fanática de libros, películas y series de terror. Vive mirando una estrella, siempre en estado de espera.