After one negative experience, 51 percent of customers will never do business with that company again, according to a survey conducted by Newvoicemedia. This sums up how important customer service is for an organization.
While employees are trained to provide compelling customer service, technologies such as virtual reality, speech analysis, artificial intelligence, big data, and chatbots are on the verge of disrupting the customer service industry.
Let’s look at some of these pioneering technologies that are changing the norms of the customer service industry.
Virtual Reality (VR)
If the predictions from Goldman Sachs are to be believed, the growth of VR education will reach $700 million by 2025. VR already is among one of the hottest trends in the tech industry, and blue-chip organizations are already integrating this tech into their employee training programs.
VR offers real-life scenarios, creative ambiences, immersive environments, and a personalized learning path that aims to help employees enhance the overall customer service experience. The price of VR products and gadgets is decreasing every day; soon, this technology will become one of the most usable ways of training employees with a spot-on approach.
Speech Analysis
According to research, despite global digitization, 90 percent of all customer conversations still happen on the phone. That’s why tech moguls such as Apple, Amazon, Microsoft, and Google have launched their virtual assistants such as Siri, Alexa, Cortana, and Duo, respectively.
The hefty investment in the speech analysis niche is proof of how things are going big for this technology. Startups and various e-learning companies are leveraging speech analysis to train their staff in customer service skills.
Moreover, interpersonal skills and communication traits can be developed with the help of a fusion of artificial intelligence and speech analysis technology. Employees are trained on the process of customer facilitation the way they enjoy learning, with the help of a voice assistant they can ask questions or talk to whenever they want.
Artificial Intelligence
By 2030, artificial intelligence is estimated to be contributing $15.7 trillion to the global economy. The ever-increasing demand for AI solutions is evidence of how this niche will transform the customer service industry.
The technology is groundbreaking in terms of analyzing and evaluating data that greatly help in improving the current practices of the customer services industry. While AI is a costly bet for now, the technology is destined to change the do’s and don’ts of the customer service industry.
AI is infused with machine learning and many other technologies to counter challenges in the customer service niche.
Chatbots
More than 25 percent of the world’s population is expected to be using mobile messenger services by 2019, according to eMarketer. As such, chatbots are set to rule the global customer service industry. Facebook messenger already is facilitating online businesses to provide prompt and better customer service.
Additionally, leading e-commerce platforms such as Magento, Shopify, and WooCommerce have integrated chatbots for quick and error-free communication. Moving forward, chatbots are thought to replace humans as they can serve more queries in minimum time.
Moreover, chatbot development companies are looking to include AI in chatbots to help build a relationship with clients.
Big Data
Data is a goldmine for companies, and big data is acknowledged to be the next big thing in the tech industry. Research shows the accumulated volume of big data will increase to 44 zettabytes (44 trillion GB) from 4.4 zettabytes.
Big data already is playing an important role in lead conversion and in gathering information on prospects’ online behavior. Gathering detailed information allows trainers to build an efficient client service team that has a spot-on vision for customer acquisition. Big data helps sales geeks to understand the journey of their clients, and data mining is bound to generate better and accurate results.
In the coming five years, the total number of smart connected devices in the world will be more than 50 billion. With big data increasing at this rapid pace, the technology is expected to have a huge impact on the customer service industry.
With 70 percent of buying experiences depending upon customer treatment, companies will continue to seek technological advancements that innovate and improve customer service industry practices.
Rameez Ramzan is a senior digital marketing executive at Cubix, a leading software development company in Washington, D.C., that specializes in blockchain development and software development. With more than 6 years of experiences in the software development industry, Ramzan is passionate about helping business increase their branding on the Internet.
