Posted by Kathy Sobus on Aug 13, 2019, 10:00:00 AM
We live in the era of the Internet of Things (IoT); with a Wi-Fi connection and a smart phone, the possibilities are endless. Connectivity is now so integral to our daily lives that we often take it for granted. In fact, an Internet Trends report shows that nearly 90% of U.S. adults use the Internet. It is important to design support solutions that align with the way your customers work and live. However, even in our wired world, human interaction still plays a critical role and you can leverage technology to give your customers the best of both worlds.
In this digital age, it is easy to forget that connecting to technology is not the same as connecting to technology that connects you to people. The IoT concept is wonderful, but not at the expense of the “Internet of people.” This is especially true for customer service, when how you solve a problem is as important as the solution.
Self-service support allows your customers to quickly get the information they need to solve a problem. In fact, some customers prefer the efficiency of finding answers without making a phone call or interacting with a customer service representative. This does not eliminate the need to offer a menu of options tailored to customers and specific situations.
Video is one way that your customer service organization can personalize the customer experience while still offering self-service options. For example, video chat can be used to solve problems that are more complex (like applying for a loan or mortgage) or to serve customers who are not confident in doing a specific task (for example, implementing solutions without assistance).
Your customers can initiate a video chat session from mobile, web, kiosk, or social channels. Unlike text chat, you and your customer have the benefit of visual communication cues that eliminate miscommunication and result in faster problem solving.
Problems can be quickly diffused with human interaction, and your organization can personalize the customer service experience. In this way, problems represent a unique opportunity to increase brand loyalty and retain customers.
Adults in the US spend an average of 5 hours, 31 minutes watching video each day, according to eMarketer. You can tap into this growing consumer trend with Video-On-Demand. Instead of text only product and service information or FAQs, create how-to videos. This allows you to bring the information to life with a friendly face. Develop a library of video-on-demand content that is easy to share and search. This can also be an opportunity to engage your workforce by creating a culture where everyone is encouraged to share his or her subject matter expertise.
Connectivity is our new normal, but your customers still want and need an experience that is personal and tailored for their specific situation. After all, technology should not be a barrier to human interaction but a bridge that eases the interaction regardless of distance or location.
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Topics: Customer Experience