How IT is transforming the customer experience
Here's everything you need to know about relationship between IT and delivering an excellent customer service.
Looking to improve on and deliver an excellent service to your customers?
You need to start thinking about your company’s current IT processes and infrastructure, and how this affects your customers’ experience.
Known as the digital customer experience, customers are frequently interacting with companies and their brands online. Research further shows that customers are turning to digital for support, “increasingly leverag[ing] self-service and agent-assisted digital communication channels for customer service” (Forrester, 2016).
This means that it is more important than ever to have the digital infrastructure in place which assists your company and customer service agents in making emotional connections with users via devices, allow customers to provide feedback, and quickly respond to issues.
Service or Help Desk Software
This refers to computer programs which help customer service agents to keep track of customer requests and deal with other customer-care-related issues. Help desk software has come a long way since it was first introduced in the 2000s, enabling customer service agents to prioritise and deal with multiple requests at once. This software also often comes with an analytical component, helping businesses to track the performance of their service solutions.
Similar to help desk software, with the key difference that it does not involve a customer service agent. It is designed so that a customer can handle their requests and seek any answers to their queries by themselves. Research has shown that customers will expect more self-service avenues, particularly for FAQs and knowledge bases.
AI and Automation
Artificial Intelligence (AI) is used to support help desk and self-service software. It also gives companies the ability to automate more of their customer service processes, which allows them to dedicate more time and resources to other areas of their business. Improvements in AI and automation means that a one-to-one personalised experience is becoming more achievable and an affordable solution for SMEs.
Consumer attitudes towards AI are also changing. A report conducted by PwC shows that 63% of consumers agree that AI will help solve complex problems that plague modern societies and 59% agree AI will help people live more fulfilling lives.
As consumers embrace the use of AI as part of the customer experience, companies should consider adopting it as part of their processes to stay up-to-date with market trends.
Having the infrastructure and IT support in place means that you can offer your customers extended after-hour and weekend support, as well as see an improvement in response times. Find out more on this here.
Quality help desk and self-service solutions often come with analytical software to help you learn more about your customers. You can also gain insights into your customers by asking the right questions at the right moment. Help desk software and chatbots enable you to set up touchpoints where you ask your customers if they are enjoying their experience or have run into any issues.
Track and Diagnose Issues
Increased opportunities for feedback further means you can more easily identify weaknesses in your customer’s online experience. This is important because poor experiences can drive customers away – even with a brand they love and trust. A report by PwC found that 32% of all customers would stop doing business with a brand they loved after one bad experience.
Remote Working Opportunities
Customer support is no longer confined to call centres. Having the infrastructure and IT support in place enables your team to handle customer queries whether they are in the office, home or travelling.