Technology has revolutionized customer service. Businesses can use many technologies to engage with customers and fulfill their requests. New technologies are emerging that will transform the way companies deliver customer service in the years to come. Businesses that learn about these technologies today are well-equipped to integrate them into their customer service operations and maximize their value.
Why You Need Tech for B2B Customer Service
B2B customers have high expectations. They want outstanding customer service from every business, every day. Furthermore, they demand businesses provide immediate and real-time customer service. Failure to meet these requirements can cause companies to fall behind their rivals. It can also result in brand reputation damage and revenue losses.
Technology can simplify communication between businesses and their customers. Companies can use various technologies to assist customers via live chat, SMS, and other state-of-the-art platforms. Technologies are also available that can be used to collect and analyze customer service data and insights. As such, businesses can use myriad technologies to keep pace with industry rivals and match customers’ expectations.
In addition, technology can help businesses simultaneously lower their customer service expenses without sacrificing results. For instance, self-service technologies can reduce or eliminate the need to maintain a team of 24/7 customer service representatives. The technologies empower customers to place orders, pay bills, and perform other tasks previously completed by customer service reps. They ensure customers can complete these tasks at their convenience, too. Thus, self-service technologies enable businesses to both improve their customer service and lower their operating costs.
Find the Right B2B Customer Service Technologies
B2B customer service technologies are available today. Yet, finding the right technologies to enhance customer service can be challenging. If you are not careful, you risk purchasing technologies that are difficult to implement or do not align with your company’s requirements. In these instances, you cannot maximize the ROI of your customer service technology investments.
It pays to learn about B2B customer service technologies, how they work, and their respective benefits. You can then decide which technologies can fulfill the needs of your customers and business.
Now, let’s look at three technologies your company can use to take its customer service to the next level.
1. Digital Documents
The coronavirus (COVID-19) pandemic accelerated the need to digitize documents. Now, businesses are increasingly using digital signatures in lieu of “wet” ones. This lets businesses provide customers with contracts and other documents they can sign via their smartphone, tablet, or desktop or laptop computer. At the same time, companies can seamlessly track and organize signed customer documents and view them from any location, at any time.
If you want to use digital documents, plan accordingly. First, consider what types of documents your business uses. From here, you can create digital versions of these documents. And you can implement software that lets you capitalize on digital documents going forward.
Verify that any digital document software you use blends convenience and security. This software must make it simple for customers to sign documents digitally. It must also ensure that customer data remains secure.
2. Artificial Intelligence (AI)
Businesses can leverage AI-powered chatbots to answer their customers’ most frequently asked questions. That way, customers can get answers to common questions from chatbots any time they choose. Meanwhile, businesses can use chatbots to cut down on their customer service costs and improve the customer experience (CX).
Let’s not forget about the value of AI for branding, either. Companies can use AI to analyze data faster and more efficiently than ever before. They can then generate business insights. Plus, they can use these insights to find ways to optimize their customer service and CX levels.
To get started with AI, figure out what you want to do with it. Next, look at the AI technologies at your disposal. You can then make a plan to implement AI technologies into customer service and other areas of your business operations.
Evaluate the results of your AI technology implementation plan. You can track escalation rate and other AI customer service metrics. Over time, you can retrieve insights you can use to find ways to transform your business.
3. Virtual Reality (VR)
Many businesses utilize phone calls, emails, and other traditional communication platforms to provide remote troubleshooting. Comparatively, VR represents the future of customer service, since it empowers customer service representatives to work directly with clients to solve complex problems.
For example, clients can use the Microsoft HoloLens, Facebook Oculus Rift, or other VR devices to show customer service representatives what they are facing in real-time. Customer service reps can use the same VR devices to see exactly what their clients view. As a result, they can offer instant support and guidance to ensure customer issues are solved promptly.
VR technologies for customer service remain a work in progress. However, you can track these technologies and watch their progress. In the long run, VR technologies can become an integral part of your customer service. They may help your company drive retail sales as well.
Take Advantage of B2B Customer Service Tech
Evaluate a variety of B2B customer service technologies. If you find solutions you want to use, establish an implementation plan. Finally, execute your plan with precision and care. If you are successful, you can reap the benefits of your B2B customer service tech investments long into the future.