Emerging technologies redefine customer experience

Blockchain, Microsoft and more breaking tech news

Ask anyone who is in business selling a service or product and all of them will tell you that without customers there is simply no business. However when one looks at the way in which certain businesses act it appear as if the business is considered as the most important partner in that delicate relationship between the business and the customer. However the top businesses in the world today are those who are going to extremes to accommodate their loyal customers. They often have customer care programs that goes way beyond what is normally expected from businesses today. In the end it really doesn’t matter whether businesses understand customer service or not, your new variety of customer demand better treatment and it is those businesses were constantly looking at new ways of how to provide value to the customer who will come out on top every time. Every one of the most successful people on this planet is individuals who are completely commit to customer service and they also demand that same commitment from their subordinates.The customer will always be important

Focusing evermore on the customer


There has been times when big businesses have been able to get away with customer abuse and in some cases those businesses have completely overstepped their bounds. This might still be possible in isolated circumstances but in today’s technologically advanced world the chances is just about hundred percent that such a business will not be in business for very long. The most critical thing in a viciously competitive business environment is to have solid long-term relationships with your customers. In order to accomplish that you have to earn the trust of your customer and this is only accomplished when businesses act in a trustworthy fashion. This brings one to the issue of transparency because people often mistrust systems which they do not completely understand. Now it is very obvious that there are some elements in business operations which that business would not like to advertise because this can be detrimental to their ongoing success. There is however a lot of customer related information which can be shared so that the customer will have a better understanding of the challenges which is faced by that business and making those facts known can remove a lot of the suspicion which customers have towards big businesses.

Seamless interaction


There simply has to be healthy interaction between the business and its customers because this can lead to a better understanding of how the business operates and this will also help to give the customer a more favorable impression of that business and the customer service which it is providing. This is why there are many business experts which has big expectations of the innovative software development trends which are emerging today because there are a lot of hope that these technologies will further enhance the customer experience. There are several already in circulation such as chatbots, Blockchain, IoT and AR all of which has already shown tremendous promise to help businesses in several critical areas such as interactive environmental experiences, transparency, interconnected networking devices, instant connectivity and also personalized access to a wide variety of information.

Current progress of customer service


Customer services can be defined as a form of customer experience which requires of the business to look intently at how it can resolve various issues which is bothering customers today. Thereafter the business should take the necessary steps to provide the customer with a platform that would allow them to interact with the customer care professionals at that business or with customer care software technologies which has been put in place, which will be able to advise the customer and to possibly solve those issues. A recent study has revealed some alarming facts such as an almost 3% drop in customer satisfaction compared to previous years. Effective interaction has become very important and in fact services such as live chat has grown in popularity by almost 9%. Your modern day customer has firm opinions on many subjects and they want to have an opportunity to share those opinions and this is why live chat is so popular. Even so a lot more will have to be done to make that system even more interactive, user-friendly and more efficient to ensure that it continues to provide satisfactory service.

Eliminate intimidation


Some people thrive on confrontation while others will avoid it at all cost and it has now been discovered that people are not very keen to speak to another person especially when it comes to a personal problem which needs to be solved. The majority of people prefer to use a self-servicing system when they are facing problems with a business or organization. This requires the use of sophisticated technology which is designed in such a way that it is able to provide the customer with a long list of options to which the customer can then respond and so possibly resolve that problem. Customers prefer this option rather than one where they would have to deal with customer support and where it may be required to make numerous phone calls just in order to have that problem resolved. Many studies confirm this new trend and one report indicates a 5% increase in the use of frequently asked question pages or other troubleshooting services provided on the company webpages. In another study almost 70% of respondents have indicated that they prefer to use self-servicing over personal contact with customer representatives.

In conclusion


These issues has also attracted the attention of Microsoft and research has revealed that more than 90% of modern-day customers would like businesses to have FAQ pages and other self-services available. One could probably conclude that people are becoming tired of dealing with overloaded telephone systems where they have to hold on for long periods of time and for many self-service initiatives are now become the preferred option when they are faced with a problem. We are certainly living in very interesting times and businesses will have to take note of what is happening around us today and they will have to take steps to ensure that they are able to stay up-to-date with what is happening today.



Avi Ben Ezra

Avi Ben Ezra is the Chief Technology Officer (CTO) and Cofounder of SnatchBot and SnatchApp (Snatch Group Limited). He leads the Group’s long-term technology vision and is responsible for running all facets of the tech business which includes being the architect of the platforms and UI interfaces. Avi has proven tech track record and 15+ years of demonstrated career success developing tech initiatives of organizations of varying size and scope. Avi possesses in-depth experience in developing digital market places within Fintech and AI.
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