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October 22, 2019

5 Technologies That Are Helping Businesses Deliver Personalized Customer Service

Do you remember how customer service worked a decade ago?

Calling up a care center. Waiting in a queue for an indefinite amount of time. Finally, getting to talk to an executive and, heaven forbid if anything goes awry, the process starts again. Ugh! Thankfully, times have changed.

This is the age of companies clamoring to impress their customers via social media, video, email, and more! Certainly, the whole idea of personalization is in full swing.

That is why it’s important for businesses to adapt to these new techniques if they want to stay relevant in the lives of their customers and battle the competition.

1. Big Data Analytics

When it comes to enhancing a business function, you can’t do it without data. From personalizing customer service emails to effectively implementing retargeting settings in marketing, data plays a vital role.

Nearly 57% of internet users willingly share personal information with companies that promise to send personalized offers and discounts. And based on how your initial set of service messages and emails perform, you can optimize your future copies.

When done regularly, this can ensure a stream of personalized content to keep your customers hooked.

2. Artificial Intelligence

AI has been amongst the hottest topics of discussion in 2019. It’s literally taken the tech world by storm. To be fair, it’s also making interactions significantly easier for customer care teams.

By empowering customer service conversations, it improves decision-making abilities using automation. This lets executives provide actionable responses to their customers more efficiently which then enhances customer experience and satisfaction on both ends of the funnel.

3. Business PBX (News - Alert)

A business’ PBX (private branch exchange) is a system that manages incoming and outgoing calls for a company’s internal employees.

The basic function is to connect incoming calls to any desired extension, allowing multiple internal employees to assist their customers better.

This is mostly used for transferring customer service calls to another service area or department, allowing the best service to be provided to the customer.

Business PBX services from UniVoIP business VoIP providers are an example of how you can incorporate these services seamlessly into the workplace.

4. Chatbots

One revolutionary product that must get a mention on this list is “chatbots”. While your customers may not always take time out to write an email, if they are troubled by something, they may just drop you a message. If your chat is not manned at all times, you have lost out on customer interaction. However, with a chatbox, you can now offer your customers a customizable automated message that is available 24/7.

Chatbots have garnered enough intelligence as they are AI-powered. So they are quite precise. They can even send personalized replies to your customers as they try conveying their concerns to you.

5. Video Chat, Conferencing, and Collaborations

Another great technique that is making lives easy for customers and service executives is “video chat”. To satisfy their customers, service teams across the globe have started taking the video route.

It enables service executives to demonstrate solutions to their customers’ problems in a simpler way as they get visual access to the problem at hand. This results in higher customer satisfaction rates.

Aside from video chats with customers, having video conferencing and collaboration tools can increase work productivity and provide a more rounded customer service experience for end-users.

Final words

Technology is changing the way most businesses function. This has dramatically lifted up the stakes for customer service as well, and as new techniques come up, it’s important for businesses to keep abreast.

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