When you buy an expensive product, you always expect it to be backed by a responsible post-sales service. Sometimes, you also wish to interact with the service reps when you want more information about the product you’re looking to purchase. Often, it’s your phone that you use as the preferred medium to communicate with service personnel and there are many reasons for it. Talking to a person over a phone gives you a sense of satisfaction, and you more feel assured.
However, the emergence of Smartphone has opened up many new channels for customers to interact with companies, and this has revolutionized customer service across the industries on a global scale.
Smartphones have succeeded in creating a faster and more convenient customer service, which has been possible through a variety of newly evolved avenues. Video chat, Social media, and Mobile apps have been steadily replacing the traditional voice calls and text messaging. These channels have grown in popularity as they help businesses to be more proactive and provide instant support to customers. It would not only add more value to the service but also enhance the overall experience. Let’s check out some of the new trends and innovative service channels in detail.
Facebook and Twitter both have over a billion active users each. Apparently, it makes sense for businesses to have a dedicated account on these channels to interact and engage with their target audience. In this way, companies can open up a channel that most of their customers prefer and are comfortable with.
When customers can use these social channels on their smartphones, the customer service offered can appear much more personalized. Keeping up with these emerging social media channels for customer service will also help brands to stay relevant. Moreover, it can also cut down on the volume of inbound calls, which would also reduce their expenditure on customer service in the long run.
Video and live chat options using smartphones are increasingly turning popular as an ideal medium for customer service. As newer smartphone models offer better camera and visuals, it has prompted for customers to seek a face-to-face interaction with customer service reps.
Companies also look at this as an opportunity to create a much more meaningful relationship with the consumers. A friendly and personalized conversation between the service reps and customers can be a valuable platform for enterprises to show off their caring side, which can drive a sense of brand loyalty among the customers. The video chat can be a refreshing way for the customers to get their issues sorted out while talking to a live person who can understand their issue in a much better way than a machine.
Smartphones have made it possible for customers to buy the products from a variety of channels such as a website, mobile app, or a social media profile. This has left companies with the challenge to prepare for interactions across multiple platforms. Moreover, the customers might also want to switch between these platform in midst of a single interaction.
When this happens, there can be a huge challenge for organizations to maintain the consistency in providing the service. Communication across these channels also needs to be appropriately documented. For instance, if customers have to repeat themselves when they switch from a mobile app to a video chat, it can lead to bad customer experience.
It’s about time for companies to embrace the new communication channels over smartphones to stay relevant and make sure they don’t get left behind. Hence, it has become necessary for companies to invest in advanced technology to handle multi-channel support platforms, which clearly shows the massive changes induced by smartphone in the field of customer service.