Skip to content
All posts

Improving customer satisfaction with real-time communication

It’s simple and effective, but a lot of companies are behind the curve when it comes to incorporating new technology to improve business communications processes. Streamlining the way that your company interacts with consumers and employees improve the bottom line. Here are three reasons buffing up your communications platform with new technology will enhance your business by improving customer satisfaction, providing robust technical support, and ensuring helpful real-time communication.

Voice of the Customer

Continuous improvement advocates think that listening to the customer is paramount to maintaining a successful enterprise. It’s not a new idea. The concept of the customer always being right dates back to 1909. However, most modern businesses recognize that everyone is the customer, including consumers, staff members, and contractors. Luckily, in this era, there are more ways to listen to the voice of the “customer” than ever before.
Investing in the customer experience means responding to needs, answering questions, and managing customer relationships. Ultimately, real-time communication keeps costs down by simplifying the way companies handle complex interactions, such as marketing, data management, and workforce training.

Live Video to improve Customer Experience

Cutting-edge support technology improves the customer experience with real-time communication. Incorporating artificial intelligence (AI) into the process gives phone and voice systems an extra layer of support to ensure smoother interactions with customers. AI reacts similar to a live person, making accurate suggestions to resolve customer concerns. Staying ahead of the competition means finding ways to boost customer engagement. Investing in complex voice or online chat systems often requires adding human capital, technology infrastructure, or AI.
Embracing technology as a part of customer support is the best way to increase customer loyalty by interacting in real-time communication with customers through all possible business channels, such as web pages, mobile devices, and other applications. A strategic communications plan must include customer convenience, giving clients options for coming to your business on their schedule. When these interactions are positive and productive, chances are you’ve created an opportunity for repeat business. Seamless real-time communication through technology is the only way to ensure better service delivery, improve conversational strategy, and raise service quality.

Technical Support

Live chat personalizes the technical support experience for consumers. It’s particularly suitable for dealing with upset customers, because most systems allow for short text-based answers that help technicians or customer support representatives to quickly identify a problem without hearing voice intonations of frustrated customers. It’s a timely way to identify problems, diagnose issues, and narrow down possible solutions.
Some corporations use AI in the first support tier in voice and chat, answering questions and directing customers to departments that will directly address concerns. This speeds up the customer resolution process by obtaining vital information to solve the customer’s problem. Customer support representatives are the often the second support level. They can seamlessly escalate a voice call, video chat, or mobile interaction by add engineering team members to help solve technical problems for a client.
Maintaining happy customers is largely reliant on positive customer interactions. Technology is a convenient way to build strong customer relationships, even when dealing with a technical issue. By providing easy access to technical support through a multiple channels, companies increase consumer confidence in the brand. Customers know that a reliable support team member is available to help by providing real-time communication.
For computer-based support, remote tools give technical support representatives access to view a client’s computer screen remotely. This is a great way to discover and quickly fix a technical problem while ensuring the customer of the company’s dedication to his or her full satisfaction.
Technicians on the phone or in the field can easily view manuals or video support on special glasses that use augmented reality (AR) technology and operate by voice command. Accessing vital information improves a representative’s ability to quickly fix a customer’s technical issues, saving time and money.
Chat, AI, and AR technology are cost-effective support options, requiring minimal set-up time. Solutions are customizable and easily integrate with existing CRM platforms. On average, technology-supported customer interactions take less time than traditional email and phone support, freeing up agents to help additional customers. Given that support takes less time, live agents can choose to assist multiple customers at once, providing quick and responsive service.

Business Processes

In-depth training, up-to-date technology, and established protocols will lift your customer support team above the competition. Technology improves the customer support process, enhancing the company’s reputation for fair and honest customer service.
More than half of U.S. consumers use live chat to interact with online retailers. More businesses are incorporating advanced technology options to track common customer complaints, time the speed of customer service delivery, identify areas where additional training is necessary and obtain feedback about products and services.
Using technology solutions will give insight into how your company may improve its customer support team and service delivery. Analyzing data, including customer problems, often provides a guide for improving consumer interactions and increasing conversions. Artificial intelligence and augmented reality are important to the process, ensuring smooth and productive interactions with the customer.
Live chat, AI, AR, and other high-tech options, help businesses to build long, strong, positive customer relationships. These solutions allow customers to voice concerns and companies to listen to the voice of the customer. By incorporating powerful technology into your business’ customer support processes, you’ve opened the doorway to important real-time communication that will become the lifeblood of your business.