Customer Service in the Technology Age

By Team - Doble Group, LLC 2015-03-31

Digital customer service

Technology is a great thing if implemented properly. Technology can help or hinder customer service efforts depending on how it is used. Learn more about how to used the technology properly and be successful in this changing field to deliver a better customer experience. You must always keep in mind that different people will use the same product, therefore it is important to design a flexible method that will work with everybody. Below are 4 things that you must keep in mind in order to deliver a competitive customer experience in today’s market.

What’s Cobrowsing? 

Must people don’t know that one of the hardest things in the customer service business is to be able to paint a picture to the customer on the other end of the phone or screen. To be able to get a message across clearly, in a timely manner and more importantly; making the customers’ experience effortless is a very difficult thing to get done. It takes a lot of effort for the specialist, a very well designed process and lots of tools.

But what if your customer service agent was literally on the same page as your customer? With cobrowsing, agents can be on the same webpage, able to view and interact with customer’s browsers and delivering personalized guidance. It works both way; agents can also share their screens with customers to provide demos or teach them how to use products.

The Forgotten Demographic: While there are a ton of articles on how to engage the millennial customer, little attention is paid to senior citizens. As a demographic that is set to explode with baby boomers retiring, this a segment with purchasing power that shouldn’t be ignored. In fact, the number of seniors is increasing quickly. The percentage of the population age 65 and over increased from 4.1 percent in 1900 to 13.0 percent in 2010 and is projected to reach 20.9 percent by 2050. This demographic is also increasingly taking to online shopping.

Going Omni-Channel: Regardless of your industry or how much experience you have, customer service will always be challenging – not impossible, but challenging. More than ever, customers demand fast, quality responses in multiple channels. This is because you can’t possibly please everyone. In the digital age, customer service is exponentially more challenging than it’s ever been. However, by learning to utilize technology – instead of letting it lead to your demise – you can actually enhance your company’s customer service like never before.

New Ways to Know Your Customer: Fraud instances are at an all-time high. It’s important for growing businesses to have know-your-customer policies in place to verify identity and prevent fraud. Strategies must include setting up automated processes that identify suspicious behaviors, and capturing customer data history in order to spot questionable transactions.

At the end of the day the must important thing is to properly use every tool available to better satisfy your customers’ needs. But in order to actually benefit from all the technology available out there you must have clear objectives, a well defined process and a perfectly aligned company. Contact us if you have questions and we’ll be more than happy to provide answers.

Reference: Salesforce