5 Call center technologies that transformed customer service
Can you imagine what customer service was like before the Internet, mobile phones, and other forms of technology took center stage? All customer transactions back then happened face to face. There was no such thing as telemarketing, and customers rush back to stores if they ever have complaints. Convenience wasn’t such a big deal, as brands can only offer this luxury within the confines of their stores.
Now that technology’s a basic component of everybody’s lives, however, customer convenience isn’t treated as a luxury anymore. It’s a given. Consumers are entitled to it, and businesses are expected to go the extra mile to make their customers’ lives easy. There’s no room for failures, slow transactions, or glitch-filled processes. Everybody expects fast and smooth brand–customer interactions; otherwise, customers will quickly jump onto the next brand waiting in line. And unfortunately, that’s how tough the competition is for businesses nowadays.
Needless to say, our gradual introduction to highly advanced devices transformed customer expectations. Brands thus needed to respond and change the way they fulfill people’s preferences. Let’s take a look at the five call center technologies that have transformed customer service over the years.
1. Social media
Businesses are expected to have established a strong online presence through blogs and social media. They don’t need to formally inform customers that they can be reached through their Facebook or Twitter accounts; people automatically assume that their social accounts are customer service platforms. Thus, brands have to prepare for the onrush of customer queries and complaints and demonstrate their capacity to take care of these concerns at the speed of now.
2. Mobile phones
Mobile phones are tech tools that contributed to the social media revolution. Customers are online at all times of the day, no matter where they are. This puts pressure upon brands and customer service providers to constantly make their presence felt where their customers are. But more than that, mobile phones opened opportunities for ecommerce and online shopping. Brand managers just have to be extra careful and innovative as customers now have the ability to research about products and services online.
3. Voice biometrics
Voice biometrics are technologies that identify people through their voice. They act to keep personal information safe in a more sophisticated and advanced way. With this technology in place, agents wouldn’t need to ask customers their mother’s maiden name to verify their identity. Voice biometrics took customer security to a higher level and made people feel safer than ever.
4. Automatic call-back and queuing
The call center is a chaotic place; we all know this. Many brands, even with all the agents they can employ, still struggle with accommodating all customers (and their complaints) as swiftly and as efficiently as possible. Can you seriously imagine what it was like when companies didn’t use automatic call-back and queuing technologies to manage customer transactions? It’s like imagining a room full of stressed employees feebly attempting to put a stop to unending customer complaints.
Videos act as a form of knowledge base or a platform for customer self-service. As one of the call center technologies that changed customer service, videos are great instructional materials. They play a role in reducing repeat calls or unimportant transactions in the contact center, allowing agents to get in touch with consumers who have more complicated concerns.
Alistair Roque works as a content writer and blogger for Open Access BPO, a Makati-based outsourcing firm. After spending his early professional years as a marketing communications professor, he joined the outsourcing industry and used his writing skills to help firms with their...