Chatbots reduce the need for human intervention in customer service AI-powered call centers eliminate the gap between online and offline customer service Social media has become a standard customer service channel Personalized email marketing and customer support AI-powered email support Canned emails Augmented reality engages customers and eliminates uncertainty Conclusion Digitization and technological innovations are changing the way companies communicate with their audience, making the relationship faster and highly personalized. Let's find out which technologies are at the heart of this revolution in the world of Customer Care. Ten years ago, communication with customers was limited to phone calls, letters and emails. Today, with the rise of AI, VoIP, instant messaging tools, and social media, customer interactions have become faster, data-driven, and highly personalized. We are facing a process of digitization that is evolving faster and faster , caused by the rise of ever more refined technologies and, at the same time, by a change in customer behavior.
Moreover, this process is going faster and faster, pushed by the coronavirus pandemic , a crisis that has forced users to interact with digital tools and platforms such as, for example, e-commerce. Here are some examples of the impact of technology on the way your business communicates with its customers. Chatbots reduce the need for human intervention in customer service Statistics indicate that 67% of customers prefer self-service over speaking to a company representative. Self-service options on your digital channels allow your customers Image Masking Service to find the answers to their questions themselves. Along with traditional self-service features, AI is expected to become the first choice for customers in the future. Gartner predicts that, by 2030, one billion service tickets will be automatically generated by bots. The biggest advantage of chatbots is immediacy . They can provide your customers with real-time customer service , regardless of their location and time zone. Alternatively, chatbots can also help you: Deliver personalized user experiences. For example, Sephora's Messenger bot acts as a powerful shopping assistant. It uses AI to help customers try different makeup products before making a purchase decision. Increase sales :
Some messenger bots can help you book a service, such as Lyft's bot on Messenger, Slack, or Amazon Echo that allows customers to order a ride. Respond to simple customer tickets : If a customer wants to learn how to reset a password, there's no need to connect them to your human agents. Let your chatbot help them solve minor issues and get feedback faster. Mastercard, for example, allows customers to verify their transactions directly from their Messenger bot rather than calling their support team or sending emails. Collect customer feedback . By using chatbots, you can create one-question surveys for your website visitors to find out more about their satisfaction with your website. Or, if a customer just left their cart, a bot might ask them what discouraged them from making a purchase. However, this does not mean that AI chatbots will replace human customer service representatives. They will only make them better. In other words, chatbots will automate many repetitive tasks, allowing your customer support team to focus more on more complex customer inquiries . No matter how smart they can get, chatbots lack the sense of empathy , which is essential for building strong customer relationships and communicating brand values.