Despite the difficulties that COVID-19 posed for many businesses, it did improve digital adoption. Increased usage of technology has impacted digital behaviours in a variety of industries, including customer service.
Customers’ changing needs demand pivoting strategies and being sensitive to their wants, which is where digital adoption may help bridge the gap. You can increase the quality of your communication (as well as the manner in which you determine future correspondence) with the appropriate implementation.
Businesses must fundamentally redefine how they communicate with customers to grow and flourish in the digital age. Here’s everything you need to know about it.
What is digital adoption?
Digital adoption is the process of learning how to use new technology (such as software, tools, apps, and so on) to its full potential. The concept of fully exploiting the possibilities of digital technology to improve business efficiency is powerful, having the potential to massively change your fortunes by enhancing various parts of your operation.
Because of the nature of technology, there will always be newer and more advanced ways to do things, so it isn’t about living on the bleeding edge. Instead, digital adoption is about integrating reasonably-new digital systems that meet your employees’ needs and improve consumer experiences, resulting in valuable tweaks across the board.
There’s a good chance that your current systems for locating customer information are slow or require you to collect data from multiple platforms. Adopting new technologies that integrate multiple channels of communication will make it not only easier but also faster to retrieve this information, increasing response rates and satisfaction levels.
Roman Kotzsch, CEO at Milengo, shares, “One positive customer experience can drastically profit your business. We’ve seen firsthand how integrating modern technologies, like AI-driven customer service tools, has helped maintain a seamless client journey and enhance customer satisfaction. At Milengo, adopting these technologies not only supports customer service but also helps optimize our professional translation services by streamlining processes and improving response times. Our data shows that accurate translations, combined with technology-driven efficiency, can increase customer retention rates by up to 25%, ensuring long-term client success.”
Why is digital adoption important?
According to research, after one poor support experience, 32% of all customers would cease doing business with a brand they liked. That’s worrying. In today’s world, most consumers go online to find answers to their issues — so regardless of whether your business is completely online or maintains physical premises, digital customer service isn’t something you can afford to be flippant about.
Adopting modern technologies will ensure that you maintain positive customer and client interactions. User-friendly solutions allow you to not only create unified processes within your team but also make the client journey as pleasant and painless as possible from the moment they make contact.
How can digital adoption help with customer service teams?
Thanks to modern advancements and the ready availability of digital technologies during the last few years, it’s now easier than ever before to see how digital adoption can improve businesses. Here are some of the solutions that can aid customer service processes:
Self-service support can optimize customer experience
Sometimes your customers will want quick answers to simple questions such as where to find particular features on their accounts. Using a knowledge management tool allows you to grant your customers the freedom to find the information they need, digging through relevant categories at their leisure. With one well-designed central hub, you can deliver key articles such as troubleshooting guides, FAQs, or product manuals.
Instead of requiring your support staff to repeat the same responses over and over again, a knowledge base will distribute that information passively, allowing your team to focus on issues that truly demand their attention. Overall, it’s a cost-effective solution that can save you time and effort, so it’s absolutely worth making a priority.
Chatbots can efficiently resolve simple questions
Chatbots are great tools for customer service teams since they can take on the duty of answering commonly asked questions. This makes them work nicely with knowledge base software because bots can select from relevant articles and send them directly to users (using AI to determine which pieces are most pertinent, of course).
By removing repetition from workflows, chatbots work alongside human customer service teams rather than replacing them. Bots and humans excel at different tasks and digital adoption can create a hybrid setup that taps into the best that technology and human interactions have to offer. Teams will have more time to work on complex issues, wait times will go down, and customer satisfaction levels will remain high.
Remote teams can answer queries around the clock
We can’t discuss digital adoption without addressing the elephant in the room: the remote working revolution. The global lockdows of the COVID era may be fading into distant memories, but the pandemic’s effect on the world of work can still be felt.
With employers now free to recruit from an international pool of candidates, global employment is the new standard, and for good reason: by strategically positioning customer service representatives around the world, businesses can provide round-the-clock support, ensuring customers get their questions answered at any time, regardless of their location. International teams can offer support in multiple languages and understand local cultures, which improves customer satisfaction and trust.
This localized approach ensures that customers feel heard and valued. Additionally, remote teams can be scaled up or down depending on demand, allowing businesses to handle peak times more efficiently without overburdening the support staff.
Customer overviews can deliver better solutions
When someone has to contact customer support multiple times, it’s a clear signal that something is preventing them from getting the answer or action they need. It’s aggravating for them to go through that process, and it gives the impression that your customer support personnel are incapable of addressing issues successfully.
Digital adoption can help with this by providing greater customer insight through superior overviews. Microsoft Dynamics 365 Customer Service, for example, allows your team to get a 360-degree view of each customer (including their previous interactions) so agents can anticipate their needs and act accordingly. With everything accessible through one platform, you can quickly get up to speed with a given situation and close the case efficiently.
Adopting digital technology more broadly could be exactly what you need to improve customer experience. With faster response times, greater insight and more effective communication, you can make a positive impact on your team and your customers.
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