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In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.
As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment.
AR has emerged as an innovative customer service tool that allows brands an almost unlimited opportunity to interact with consumers on their mobile devices. AR creates a new digital experience that transforms the customer journey into a connected and immersive visual interactive experience, providing value that goes way beyond simple novelty. For example, using a smartphone, customers can access the product’s knowledge base with FAQs, instruction manuals, and training material displayed in an AR overlay. AR has been especially beneficial in the technical support domain, eliminating the back-and-forth so common in agent-customer interactions during technical support calls.
Blockchain technology is a digital ledger in which transactions made in bitcoin or another cryptocurrency are recorded chronologically and publicly. While blockchain has yet to be fully validated, the hype around it is at its peak. In customer service, blockchain is currently being analyzed for its ability to reinvigorate customer loyalty programs. With its cost efficiencies, frictionless digital systems, secure and near-real time transactions, brands are utilizing blockchain to offer the added value that would drive a competitive advantage.
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