Digital transformation is the term that has been used over the past few years to refer to the technology that is revolutionizing various markets. This term means a series of changes in organizations, including in customer relations, which makes companies win more and more customers and stand out in the job market.
With this series of changes and profound renewal in customer service, digital transformation has become increasingly important and essential for companies to adapt to the new labor market and new consumer demands. Since replacing the normal process with a more technological one, makes the customer requests be solved in a much more practical and efficient way.
To learn more about customer relationship and technology, read on!
What is digital transformation?
Digital transformation is a process, which occurs most of the time in companies, that replaces manual processes with automation, through investments in technology, in order to obtain better results. However, it is becoming increasingly necessary in the current job market, because it becomes more competitive every day, and in order to stand out and meet customer expectations, it is necessary to include this process.
One of the examples we can cite is the inclusion of digital transformation within the area of customer service. Where, the existing interactions between companies and their customers are optimized through the use of technology, thus contributing to the brand’s image in the labor market and the satisfaction of its customers, which makes them become increasingly loyal.
The use of chatbots, automated processes, and artificial intelligence in customer service makes it much faster and more dynamic for companies to achieve their results.
How does digital transformation impact customer relations?
Offering good customer service, besides being a great strategy that all companies should have, is also something necessary that can now be classified as an obligation, so that there is always a good relationship with the clientele.
The main complaints from customers in relation to customer services are: first, that the service or the attendant has all the information about the consumer’s profile, their history, and their products at hand, so that any kind of question can be answered quickly. Another complaint is about the waiting time, because most of them are looking for a quick and dynamic service, within 1 to 5 minutes. And the only way to meet all these customer relationship demands is through digital transformation.
How to improve customer experience and relationships through technology
Now check out ways you can enhance the customer experience through technology:
Bet on personalized service
With personalized customer service you can make your customers feel unique and special, and they will enjoy your service much more. Start by calling your customer by their or her first name and show that you are interested in solving their or her problems and doubts.
Also, try to show that during the whole purchase process they won’t have any problems, so you’ll be able to gain their trust much faster.
Invest in omnichannel customer service
This service format can bring several benefits to your company, including offering several contact channels, which generates a greater integration between all channels, thus ensuring that the customer does not need to repeat the entire process they has already done in another channel when entering a new service. In this way, you will have a much more positive experience with all the company’s customers and make your customer service environment very efficient.
Artificial Intelligence
The implementation of software and technologies with built-in artificial intelligence will make these tools even more useful, as they can transform data that was previously disconnected into information relevant to your company. And in relation to customer service, it can be used to personalize communication according to the demands and interactions of consumers on your business channels.
Cloud computing
Cloud computing is also a great tool that can make your company’s relationship with customers much better. Because it stores customer data and increases security, which is essential and makes them have more confidence in your company.
Implement chatbots
As said before, one of the main complaints from customers is the waiting time. It is a great solution that companies can adopt for this problem is to implement chatbots to optimize their service. They can be used in different channels such as SMS, websites, social networks, WhatsApp, among others.
Chatbots improve relationship channels
Chatbots are one of the features that are gaining the most visibility and popularity in the market, because every day more companies implement this method and today, it has already become something essential for those seeking to revolutionize their service. They are nothing more than a robot programmed to simulate a human conversation and perform any other activity that it is programmed to perform, so they can answer several questions and respond to customers at the same time they send a message.
With them, customers don’t have to wait even a minute and can get all their questions answered before requesting a service. Chatbots are the only tools that can provide these customer service benefits today. They will always be ready to attend and answer all customers who send a message, regardless of the time or day, with a quality and agility that only they can offer.
As an example, we have Siri, which is a kind of virtual secretary that is available on all Apple devices. It performs several tasks through these devices, by means of voice control. It can make calls, search, play music, answer questions, and set alarms.
Since this is a well-known and popular example, it is easier to understand, since virtual customer service works in the same way. Usually, chatbots are configured to provide automatic responses to all those messages that the customer sends and sometimes even more complex interactions.
Software projects as a solution for companies
Software projects can be excellent alternatives for companies to become more digital and thus achieve excellence in customer relationships, because software guides the optimization of different sectors of the business. In addition, they can be customizable and customized according to the demands of your business and what you seek for it. Another benefit of customizable software is that you can define each step of its development and implement only what you want.
And then with it you will be able to have better management of time, steps of the whole project, and costs, as well as improve the employees’ tasks and the productivity of the whole team.
So, if you have a company and want to join digital transformation, having specialists in this area who develop customizable software projects for enterprises can be extremely advantageous in many ways.
Main impacts of technology
Technologies are something of extreme importance today. And when all of the above are used together and with the same focus, which is the client, the various impacts caused in the relationship are noticeable. These are
- Increases the scalable growth potential of the company;
- Increased interaction among the agents;
- Makes the business more competitive, which is crucial nowadays.
What makes this all happen in the best way and brings so many advantages to the company is that these tools are always applied and customized with one main objective: the client.
Advantages of technology in customer relations
The implementation of technology, in several ways, in customer service channels can be a great differential for your business. Therefore, to reinforce the great importance that technology has in this environment, check out the main advantages it brings.
Reduced waiting and response time for customers
What makes most customers stop shopping at a company, or what makes them leave dissatisfied and have a bad experience, is when they wait several minutes or even hours to be attended to. And moreover, many times when they are answered, they have to wait even longer for the professional who is responsible for the service to find the information to answer them.
This is a problem that happens mainly because of the decentralization of information within a business, which causes professionals to have to contact others in other areas of the company to seek support and answer customer questions.
Facilitating the implementation of omnichannel customer care
With this format it will be possible to serve numerous customers at the same time, while maintaining quality in all of them. Through it, it is possible to have a great integration between all the customer service channels of your business, allowing the customer to start the service in one of them and continue in another, without having to restart the whole process. This tool provides customers with greater accessibility, greater agility, and a much better experience with the service channels.
Cost reduction
Besides all these advantages, there is still the savings when these services are contracted. By implementing management software, your company will be able to decrease or even eliminate more expensive processes in the operation and boost the teams’ productivity. And then, your company will be able to stand out in the labor market, due to the quality of the services, in addition to a much higher profit.
Increased attendant efficiency
When there is no presence of technology in customer service, one of the main factors that make customers dissatisfied with the service are mistakes made by the company’s employees. Most of the time these employees are very well prepared, but this does not prevent mistakes from being made with certain customers. Therefore, another advantage of technology in this environment is the increased efficiency of the attendants, because through technological tools it will be possible to consolidate information from different sectors and store various data, making errors at the time of service are avoided.
Centralization of information
With the implementation of technology is also possible that you can centralize all the main information of your company in one place, so that it is not necessary that an employee needs to contact others to answer a customer. With technology, it will be possible for them to access any data, much more quickly and easily, so that it is possible to answer customers at the same time that the question is asked.
In addition, another benefit is that this tool can be accessed by several people at the same time and has a very high storage capacity, so that business owners do not have to worry about this and can store as much data as they want.
In addition to avoiding noise in the communication between the employee and the client, this will also avoid the dispersion of important information and facilitate the manager’s decision-making, so that everyone inside the company can use the resources with much more intelligence and precision.
Improved talent management
The use of software in your business can enable you to automate the entire management of the people who work there, from performance control to the administration of skills and abilities. In other words, by having access to this information you will be able to know what needs to be improved so that your company has greater internal growth and you can make hiring more focused on your main objective.
Increased customer satisfaction
This is one of the main advantages that technology brings to companies and makes most of them choose to implement these tools. For, the main goal is to meet the demand of all customers and deliver a better experience for all of them.
However, what happens is that nowadays, with the multiple technological innovations and globalization, customers are looking for a much better service, outside the conventional. Therefore, to please them, companies need to follow all the new requirements of the labor market and not be left behind.
Importance of innovation in the relationship with the client
With the current labor market scenario, it becomes essential to automate processes to satisfy customers and make them more satisfied with the service. Through automation, the company will enjoy numerous benefits, such as reducing manual tasks, simplifying work, assisting in time management, creating intelligent flows, increasing production, and, in addition to all these, it will also give the board and other workers more time to do other tasks, including thinking of new strategies to attract more customers.
As a result, the company’s relationship with its customers will be much better, since the main goal will be to make sure that all customer service experiences are positive and that they always leave satisfied.
How Monitora can help the relationship with the client
If you are looking for a quality company to make your business digital and exceed customer expectations during the relationship, choose Monitora. We specialize in digital acceleration and transform your company to fit today’s market. Contact us so that your enterprise is not left behind, given the arrival of several new technologies and methodologies.
Your business will become digital through our customizable software processes and models, which can be customized according to your demands, always seeking to attract the best results for your company.
In addition, we make available great professionals, of the highest quality, specialized and competent in the best technologies to ensure that you enjoy several benefits for your company. Opt for our services and you will see that you have made the best choice for your business!
To learn more about how Monitora can help you, visit our website and talk to our specialists!
Text automatically translated from Portuguese to English