October 20, 2017
Here at Brand Embassy we talk a lot about "future-proofing" your business. It's an important concept for any company considering digital customer service integration. You don't simply want to plan for your current customer service needs. You'll need a solution that can easily scale as business grows.
Digital customer service is evolving quickly, and that change hopefully comes in tandem with important developments in your business, namely growth. So when you do integrate digital customer service technology, you'll want to be thinking about both the future of the technology, its agility and flexibility, and the development of your business.
We prioritize 5 key technologies for the future of digital customer service, both in line with technological developments and in terms of growing your business.
A few years ago, live chat was a nice novelty to have on your website. Now, live chat is a necessity. The majority of customers expect a self-service option on websites, and they want speed combined with personalization. Live chat makes all of that possible, and more.
With live chat, you can increase efficiency by closing cases faster and reducing the average cost per case. The fact that live chat is a real-time engagement channel makes this possible. At the same time, agents using live chat can generate revenue by identifying proactive service-to-sales opportunities. Cart abandons are minimalized as agents guide customers through the purchase process. Live chat saves money and helps build revenue. What's not to love?
Key takeaway: Live chat not only delivers a service that customers want, it helps agents work more efficiently at a lower cost than other channels.
Like live chat, omnichannel customer service coverage is a necessity for today's digital customers. When you're doing omnichannel right, you can unify all your digital channels into one platform to capture customers wherever they choose to interact.
Companies using omnichannel customer service can unify customer requests and conversations from social media, live chat, email, forums, blogs, mobile apps and contact forms in one platform. This makes it easier for agents to respond to high volumes of customer interactions.
Key takeaway: It's vital to be available on channels your customers use. Conduct research to find out which channels your customers demand and maintain an active presence there.
Any reputable digital customer service software includes advanced reporting features which make it easy to track and measure business goals. This allows companies to optimize workflows, deep-dive on specific incidents, prioritize queues in real-time, and identify new business opportunities for cross- and up-selling. The bottom line? Knowing more about how you work helps you work smarter.
For contact center managers, having detailed data to track digital customer service needs helps optimize efficiency. This is important for companies of all sizes, but especially those with high growth.
Key takeaway: The more you know about your customers and your agents, the better your service will be. Monitoring your customer service activities allows you to adapt agilely and be more flexible.
CRM is one of the most important tools that customer service agents can have at their fingertips. With the right CRM technology, all customer data and interactions are stored, enabling at-a-glance personalization of responses. Without CRM, knowledge about customers and solutions to key issues are not retained.
Connecting customer activities across social networks into one record is key for more personalized service. It's also important to take a customer's online reach into account, as this could impact the tone and content of an agent's interactions. Identifying these influencers is just one more way agents offer better service. And the best thing about CRM is that it gets more intelligent with each customer interaction.
Key takeaway: Knowing more about your customers allows you to offer a more personalized style of service, which is exactly what today's customers demand. Using CRM constantly builds the intelligence of your customer service team.
If incoming customer service queries aren't intelligently routed to the best agent for that particular customer or issue, your customer service team isn't operating at peak efficiency.
Intelligent routing and automatic ticket prioritization allow you to increase first contact resolution and utilize the full potential of your agents. Incoming customer queries are routed to your team of agents based on skill-set, relationships and availability. That way each customer is automatically directed to the best possible agent.
Key takeaway: For every customer and every service query, there is an ideal customer service agent. Utilize intelligent routing to encourage more human service and long-term relationships between customers and agents.
At Brand Embassy we believe in future-proofing your business because we believe in growing business and increasing ROI through extraordinary digital customer service. We'd love to show you more about what our software can do for you, and how our business training can help you increase revenue and get more loyal customers. Get in touch to request a demo today.
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