Now that technology has increased customer demand for a high quality experience, companies are taking a careful look at the technologies and solutions that enable strong customer experience and customer service. Customer service technology includes contact centers that support omnichannel customer engagement. For example, businesses can use cloud contact center technology to engage their customers on the channels they prefer—such as social media, text message, voice, etc.—maintaining a consistent experience throughout.
AI-enabled bot assistants can help human agents understand the intent behind customers' questions and provide accurate, consistent answers to customer questions in near-real time. Meanwhile, chatbots can augment a company's customer experience team by providing around-the-clock assistance and self-service answers to customers, handing off more complex requests to human agents when appropriate. All these technologies, especially when applied in concert as part of a customer experience strategy, can provide a more responsive experience that is centered on customers' needs instead of forcing them to accommodate static and inflexible business processes.
Customer service technology also has an impact on business success. Traditionally, this included the call center as well as interactive voice response (IVR) systems that would guide a customer to the right department for resolving their issue or question. Customer service technology might also include email exchanges or online chat sessions with a technical support team. Businesses may use customer relationship management (CRM) software to keep track of customer interactions, so nothing falls through the cracks. While these technologies are still in place today, the difference is that companies are now integrating them with cloud-native customer experience solutions to provide a more comprehensive and consistent customer experience.