16/12/2018

3 Technologies Shaping Customer Care in 2019


2018 has been a remarkable year for improvements in customer care technology, but the year is almost over and much of what was seen in 2018 will carry over to 2019 before any of it comes into full fruition. As we head towards the last month of the year, let’s take a quick look at three technological aspects that are changing customer care right now and will continue to do so next year as well.

Real-Time Chat Support with AI Integration

Real-time chat support has improved customer care infinitely, as it is a faster, better and more personalized option than support via email. Companies started providing real-time chat support a few years ago, but it wasn’t until mid-2018 that it started to get adopted more widely. It is expected that in 2019, even more companies will adopt real-time chats as one of their main modes of providing support to their customers. AI integration into the chat support allows the customer to find basic answers with the help of the smart automated assistant while they wait for a human executive to attend to their more complex problems. It has been found that a good number of customers are even able to find what they are looking for, just with the help of an AI-powered smart assistant in a chat window. In 2019, it is estimated that the capabilities of the AI will further improve and take even more of the load off the human customer care executives.

Automation in Online Helpdesk Systems

Online helpdesk systems allow your customer care teams to track support requests, but it has come a long way since its early days and is expected to evolve even further in 2019. An online helpdesk system such as JitBit is not merely a platform to track and organize support requests; it also offers other features such as a built-in reporting system to track the performance of the team, iOS and Android integration and, of course, the ability to set automation rules. In fact, the ability to set automation rules is going to evolve even further in the coming years, as the ability of machines to execute complex orders, based on preset rules, is constantly improving. Automation is making customer care teams significantly more productive because it cuts down on the time employees would otherwise have to spend doing repetitive and mundane tasks.

 “Work from Home” is Becoming the New Standard in Customer Care

There are significant advantages to a work from home structure for both the employers and the employees. A lot of companies have already embraced the structure for their customer care teams, as the technology is now there to support it. In 2019, it is expected that even more companies will adopt the remote structure due to the following advantages.
·       Seamless, real-time interaction is now possible, irrespective of the distance in between the customer and the employee
·       It reduces costs associated with providing an office space
·       The job can be done from a home office without sacrificing quality
·       It enables recruitment from all parts of the country and even the world, without the associated costs of setting up an office in each location
Going forward in 2019, it can be safely said that a positive customer care experience will take even further precedence than before as the target audience continues to become more aware. To retain an ever-evolving customer base, it is important to not only deliver products/services that meet the set standards; it is also just as important to provide them with high-quality and continuous support by taking the aide of developing technologies, as and when they become available.

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