Way companies communicate with their audience, making the relationship faster and highly personalized. Let's find out which technologies are at the heart of this revolution in the world of customer care. Ten years ago, communication with customers was limited to phone calls, letters and emails. Today, with the rise of ai, voip, instant messaging tools, and social media, customer interactions have become faster, data-driven, and highly personalized. We are facing a process of digitization that is evolving faster and faster , caused by the rise of ever more refined technologies and, at the same time, by a change in customer behavior. Moreover, this process is going faster and faster, pushed by the coronavirus pandemic ,
A crisis that has forced users to interact with digital tools and platforms such as, for example, e-commerce. Here are some examples of the impact of technology on the company mailing list way your business communicates with its customers. Chatbots reduce the need for human intervention in customer service statistics indicate that 67% of customers prefer self-service over speaking to a company representative.
Self-service options on your digital channels allow your customers to find the answers to their questions themselves. Along with traditional self-service features, ai is expected to become the first choice for customers in the future. Gartner predicts that, by 2030, one billion service tickets will be automatically generated by bots. The biggest advantage of chatbots is immediacy . They can provide your customers with real-time customer service , regardless of their location and time zone. Alternatively, chatbots can also help you:deliver personalized user experiences.