Summon Electronics - Blog #virtual customer assistant

Understanding the Glaring Challenges in a Tech-Driven World

Mon, 31 Jan 2022 13:49:19 +0000

Life in the modern society is not without difficulties. While we enjoyed and settled into the comforts of sophistications, there will always be rough patches along the way. We will be our very own critics on the way we choose to pursue a lifestyle that cannot exist without technological advancements.

However, we also need to understand that there are challenges to be addressed at numerous points into the future. Our comforts come at a price which we must resolve in order to sustain the ease and pleasure most, if not all of us, are experiencing.

While the most problematic issue the globe is facing nowadays focuses on data protection and privacy, there are two vital elements which merit our immediate concern. Although tech companies have continued to seek out solutions for these challenges, the need to review implemented methods every now and then is necessary if only to sustain everybody’s digital wants.

Insufficient production

Primarily, there is a shortage in the supply of electronic components. In 2016, the price increase of semi-conductors, which are essential materials in electrical conductivity, has been pegged at only 1.5%. A startling jump to 7.2% has been registered the following year.

The price difference is itself indicative that manufacturing firms are being underwhelmed by the consumer demands. A scenario like this will eventually slow down production. The concern has run deep as countries like the US, China, Canada and Russia, to name a few, made a massive acquisition of raw materials for themselves.

When the global economy stagnated in 2020, remote work and learning has further saddled the electronics and electrical industry with a growing deficit. The number of employees with work-from-home setups amplified to 300 million while more than one billion students joined the online learning bandwagon.

Stagnated skills

Secondly, technology trainings are scarce. Although more and more young people are engaging in tech programs, there is still an undersupply of talents across the globe. This issue has been further aggravated by the fact that systems engineers, information security analysts, software developers, and other related skills lack the proper and necessary trainings to cope up with the present technology demands.

A survey conducted at the Digital Transformation Expo Europ e in London last October 2019 has revealed that around 81% of IT professionals find it necessary to add a technical skill during the next 18 months in order to stay competitive. In addition, 47% has acknowledged that their teams lack the trainings to deal with the current business challenges.

Training professionals in the IT, electronics and electrical fields is not merely about keeping their skillset sharp. Reinforcing them with higher programs is also about making their presence felt. Learning advancements introduce awareness in every segment of the electronic components industry.

Customer Service in a Virtual Environment

Mon, 31 Jan 2022 13:49:19 +0000

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.