How technology has influenced the customer support experience

How technology has influenced the customer support experience

TL: DR

  • Technology has revolutionized the customer support experience in many ways, providing customers with easier access to help and more personalized solutions.
  • With technological advancements, customer support can now be more automated and efficient, helping simplify customer processes.
  • Tools like AI chatbots, cobrowsing sessions, and session replays are also helping to make it easier for businesses to stay connected with their customers.

These days, customer support is more than just a phone number hidden in the footer of a website — it encompasses the entire customer lifecycle- And technology has been key in making that the case. 

It's no exaggeration to say that new technologies have revolutionized how companies interact with their customers. From automated chatbots and AI-powered virtual assistants to cloud-based support systems and streamlined mobile apps, these technologies have transformed the customer service experience — for both customers and companies.

In this article, we'll look at how technology has impacted customer service and explore how it continues to transform that landscape.

What is customer support tech?

Customer support technology is a subtype of business software that customer support teams use to organize and assign incoming support tickets, solve customer problems and track issues.

Here are some of the specific tools that come under this umbrella: online chatbots, automated call centers, ticketing systems, cobrowsing platforms and session replay technology.

By using the best customer support software in different categories, businesses can provide their customers with top-notch customer experiences and ensure that they stick around for the long haul.

What is the role of technology in customer support?

Customer support today looks very different than it did just a few years ago. Technology has enabled companies to provide better, faster, and more personalized customer experiences.

These days, a typical flow looks like this:

  • A customer reaches out with a problem and interacts with a chatbot. The chatbot uses natural language processing to assess the customer's issue and provide the best solution.
  • The customer requests to speak with an agent, so a support ticket is opened and assigned on a help desk software.
  • A support agent then reviews the user's latest session replays to quickly and accurately address the customer's problem.
  • The agent then solves the ticket over chat or starts a cobrowsing session with the user to guide them through their problem.
  • The customer's query is resolved and they are then prompted to rate their interaction so support teams can gather data to continue improving their processes.

In nearly every stage mentioned above, there is some technological component. Technology has enabled companies to provide customers with better, more personalized customer support experiences that are faster and more efficient than ever before. 

Technology that is changing the landscape of customer support

Nowadays, customers expect personalized experiences and higher levels of convenience when dealing with customer support teams. As such, companies are looking to leverage technology to improve CX.

Here are a few ways technology is changing the customer support landscape:

AI chatbots

AI chatbots are quickly evolving and becoming widely used by customer support teams worldwide. Through language processing algorithms and deep learning technology, AI chatbots can understand natural language commands and produce smarter responses, personalizing every interaction with customers. This allows customer service representatives to interact with customers more quickly, requiring less effort but providing superior and more enjoyable experiences.

AI chatbots are even able to identify a customer's sentiment in a conversation, allowing customer support representatives to empathize with the customer while still staying on top of their response time goals.

Furthermore, AI chatbots provide customers with consistent messaging, which reduces the confusion and frustration that different interpretations of the same support request can cause. The combination of improved response times and greater satisfaction makes AI chatbots a potent tool for improving customer support experiences for both businesses and individuals.

However, it's important to remember that while AI chatbots are very useful, companies need to remember the human element of customer support, as customers still prefer interacting with real people. As such, AI chatbots should be seen as a complement to customer service teams rather than a replacement, especially when it comes to building customer relationships.

Cobrowsing

Cobrowsing on Fullview

Cobrowsing is a fundamental tool when it comes to providing exceptional customer support. By enabling instant in-app calling, businesses have been able to streamline previously complex processes and create an overall smoother user experience. With just one click, companies are now able to quickly initiate calls and cobrowsing sessions, eliminating the need for awkward emails or chat messages that take hours to result in actionable solutions.

This allows users to receive the help they need with minimal effort and provides them with an enhanced customer experience that keeps them coming back for more. Cobrowsing ensures that customer support is no longer just a necessary obligation but rather a great opportunity to put your best foot forward and make lasting impressions on your valuable customers.

In this way, cobrowsing improves customer support by making it easier than ever before for businesses to effectively assist their users while boosting morale and growing loyalty at the same time!

Session replays

Session replays are an invaluable tool for customer service teams, allowing them to gain critical insight into real user interactions with their software or website. By replaying past user sessions, customer support agents can quickly identify technical issues such as bugs or usability problems, getting to the root cause of any customer's concern faster than ever before.

Rather than relying on screenshots or user explanations, session replays provide comprehensive context in a single view and give customer service agents the ability to jump straight to where the issue occurred and watch what happened. This allows them to understand customers' problems more deeply and track down anomalies in user flows quickly. That in turn helps shorten resolution times and bridge the gap between product and support teams by giving developers full context on the issue at hand in order to troubleshoot it faster.

Session replays can help improve the overall customer experience by providing faster support responses, resolution time, and a better understanding of customers' needs. In short, session replays offer a powerful tool for any team focused on improving the customer experience.

Wrapping things up

Technology has profoundly impacted customer support experiences.

AI chatbots have been instrumental in improving response times, while cobrowsing and session replays provide more comprehensive customer insights, allowing customer service agents to quickly identify issues and resolve them faster than ever before.

By leveraging the latest technologies, businesses can provide an enhanced user experience that keeps customers coming back for more ,while boosting loyalty and improving customer relationships along the way.

Author

Shifa Rahaman

Content Marketing Manager

Contributor