2018 has
been a remarkable year for improvements in customer care technology, but the
year is almost over and much of what was seen in 2018 will carry over to 2019 before any of it comes into full fruition.
As we head towards the last month of the year, let’s take a quick look at three
technological aspects that are changing customer care right now and will
continue to do so next year as well.
Real-Time Chat Support
with AI Integration
Real-time
chat support has improved customer care infinitely, as it is a faster, better
and more personalized option than support via email. Companies started
providing real-time chat support a few years ago, but it wasn’t until mid-2018
that it started to get adopted more widely. It is expected that in 2019, even
more companies will adopt real-time chats as one of their main modes of
providing support to their customers. AI integration into the chat support
allows the customer to find basic answers with the help of the smart automated
assistant while they wait for a human executive to attend to their more complex
problems. It has been found that a good number of customers are even able to
find what they are looking for, just with the help of an AI-powered smart
assistant in a chat window. In 2019, it is estimated that the capabilities of
the AI will further improve and take even more of the load off the human
customer care executives.
Automation in Online
Helpdesk Systems
Online
helpdesk systems allow your customer care teams to track support requests, but
it has come a long way since its early days and is expected to evolve even
further in 2019. An
online helpdesk system such as JitBit is not merely
a platform to track and organize support requests; it also offers other
features such as a built-in reporting system to track the performance of the
team, iOS and Android integration and, of course, the ability to set automation
rules. In fact, the ability to set automation rules is going to evolve even
further in the coming years, as the ability of machines to execute complex
orders, based on preset rules, is constantly
improving.
Automation is making customer care teams significantly more productive because
it cuts down on the time employees would otherwise have to spend doing
repetitive and mundane tasks.
“Work from Home” is Becoming the New Standard
in Customer Care
There are
significant advantages
to a work from home structure for both the employers and the employees. A
lot of companies have already embraced the structure for their customer care
teams, as the technology is now there to support it. In 2019, it is expected
that even more companies will adopt the remote structure due to the following
advantages.
·
Seamless,
real-time interaction is now possible,
irrespective of the distance in between the customer and the employee
· It reduces costs associated with
providing an office space
· The job can be done from a home
office without sacrificing quality
·
It
enables recruitment from all parts of the country and even the world, without
the associated costs of setting up an office
in each location
Going
forward in 2019, it can be safely said that a positive customer care experience
will take even further precedence than before as the target audience continues
to become more aware. To retain an ever-evolving customer base, it is important
to not only deliver products/services that meet the set standards; it is also
just as important to provide them with high-quality and continuous support by
taking the aide of developing technologies, as and when they become available.
