Technology development has greatly supported businesses to get closer to their customers, through customer care services and smart applications such as Chatbots, artificial intelligence (AI), videocall... But technology also brings many challenges, technology develops too quickly also makes businesses in the BPO field fear that machines are taking their jobs. But the reality is not necessarily so. Most new technologies only support customer service experts to do their jobs more effectively, see what experts predict about the customer service technology industry in the next 10 years:
1. Customer care via video call will be the trend
Face-to-face communication is becoming more and more popular with customers, and businesses are starting to use video – either asynchronously, in the form of “video voicemail” (e.g. Loom) or synchronously, in the form of “video conferencing”. In many cases, this direct customer response and information support improves customer relationships and provides better customer support. Businesses should start researching and using this new customer care trend to become a competitive factor for their services.
2. Direct messaging with customers will have an advantage over email
That's right! Just like video call customer support, having customer service agents online to interact with customers is much faster than email. Facebook is a typical social network that helps businesses interact directly and continuously with customers in multiple ways. In addition, integrating a chat window with customers on the website, synchronized with sending emails providing detailed information, is what businesses need to take care of their customers as quickly as possible.
3. Bots (and AI) will support customer care, not replace humans
Chat Bots can help with customer service when you are not available all the time. Bots can improve to automatically respond to customers in pre-programmed ways and cut costs for providers by answering the same questions from multiple customers. Over the next 10-25 years, this technology will continue to make great advances and will be able to do much more than humans can do today.
With completely new content, AI intelligence can learn by itself and find suitable answers to provide to customers.
4. Customers will serve themselves
Since the concept of “User Guide” was born, people have known how to self-serve. Chatbots and AI are also applications for self-service. To help their customers find the information they need, businesses need a knowledge base to write answers to customers’ frequently asked questions so that they can easily find them on Google, voice search… without the need for direct support from customer service staff.
