Mobile customer service is largely becoming a topmost priority for most businesses, and contact centers are, more than ever, expected to adapt to new technology options to keep their customer services up to par.
Below are some response methodologies used by customer service outsourcing companies, which should also be considered as standard practice among all types of businesses with mobile customer care:
Call-back technology is the perfect strategy for eliminating complaints from customers who need to be put on hold for too long. This simple solution can be used not just in sales, but also in areas concerning technical support and investor relations.
Having an auto call-back feature doesn’t necessarily shorten the process; it’s just a more practical use of time. It allows companies to save on resources and provide better customer support.
2. Video Support
WebRTC is still painfully overlooked in the contact center industry. There is huge potential in WebRTC, and video agents who adopt the technology are expected to flourish and soon become assets in the customer care service industry. To stay ahead, companies are encouraged to check out video opportunities from different vendors.
Video support is also growing more and more popular among companies that rely largely on call center support. Big companies such as IKEA and Verizon are embracing this technology and integrating it to their support strategies.
Video support capabilities are also not exclusive to contact centers that can be seen by people. The technology can be utilized creatively in the realm of customer service applications in and outside the contact center. Some great examples of this are instructional videos on troubleshooting, assembly, etc.
3. Social Media
Social media is no longer just a highly-effective marketing tool; it is now being used by most contact centers as an avenue for customer support due to its convenience and efficiency. More and more call centers are now responding to customers via their social media platforms, as this is where most customers go to find immediate answers. For example, Twitter and Facebook are quickly becoming the most-used resolution and escalation channels, and are consequently lessening inbound calls. The added social monitoring capability is also a very important game changer, as it makes feedback collection easier, cheaper, and more accurate.
Being able to provide customer support on social media also increases brand accessibility and makes real-time responses easier and more cost-efficient.
4. Cloud Migration
Cloud-based call center software are now more relevant than ever. This technology has revolutionized the way call centers provide customer support over the phone. It provides a more cost-efficient and fool-proof way of storing information, allows management in remote areas, and saves time on deployment processes. It has given birth to new capabilities such as customer chat and feedback management.
These technological innovations will not only make it easier for contact centers to monitor the achievement of business goals; it will have a profound and ultimately positive effect on customer experience. Also, contact centers will definitely find these technologies highly useful and beneficial in their quest to continuously improve their customer relations.