Service transactions in a virtual platform may seem to be a new thing nowadays but it is not. The remote platform of interaction is, nonetheless, an established approach years ago through call centers. New outlook in business and technology have made the perspective valuable.
Back in February 2018 during the Gartner Customer Experience Summit in Tokyo, observers have predicted that 25% of global firms will include Virtual Customer Assistant (VCA) as a significant part of their future customer support operations.
Although there are many companies that continue to depict the conventional way of doing business, we cannot deny the fact that the non-physical way in service dealings has become a staple in serving consumers across various industries.
Future service approach
It is no secret that face-to-face encounters will continue to be a valuable business approach. In fact, many entrepreneurs and organizations still prefer it over the virtual setup. However, global commerce has grown closer and faster on all fronts. With sophisticated applications in tow, immediate and convenient access is needed to sustain these operations.
Initially, it is important to note that customers are of prime importance to whatever endeavor there is. Whether we are in the textile, or gaming, or trucking business, a customer’s experience in dealing with service providers is key to whichever company’s success or failure in the future.
In Saleforce’s 2019 report entitled, “State of the Connected Costumer,” 84% of the clients have pointed out that an organization’s customer service is as vital as the products and services of these entities. By extending excellent attention to a consumer, high growth and reduced costs have been attained.
Value of human interaction
In a virtual environment, keeping a client happy is not merely the goal. Sustaining the satisfaction of a customer is the main objective. We have to remember that, compared to the conventional setup of face-to-face interaction, we are bringing the consumer a different way of earning personal trust.
With that said, we have to understand that making remote connections to clients will be quite difficult. It is very different when dealing with people in the absence of a physical state. As much as possible, people should feel an interaction that is comparative to a face-to-face setup.
Establishing a trusted voice means everything. Virtual customer service is about being patient, attentive and solution-oriented. Whether it is about addressing inquiries or complaints, we must remember that managing the entire talk is vital.
With the integration of Artificial Intelligence and Machine Learning, the utilization of “chatbot” technology has been valuable to the virtual customer service world. However, considering its limited functions, this platform needs to pursue extensive enhancements in order to closely to mimic human interaction.