Technology-driven disruption is a fact of life for businesses today. We see technologies that have emerged over the last 20 years that have completely changed the way we live and work – from cloud computing, mobile, IoT, AI, and more. Luckily most companies believe disruptions from technology have been a good thing, at least according to a report by Futurum and the Digital Transformation Index. Their report concludes that for the last three years, 50% of companies report that technology disruption has had a positive impact, while only 31% say that the impact was harmful.
Making omnichannel support a reality for all
Thanks to advancements in machine learning and AI, this is also true in the world of outsourcing. Particularly in the area of customer service, new technology is bumping up capabilities in a big way. Customer service specialists are innovating and expanding their offerings to meet the growing needs of businesses and their savvy customers. That’s important because today’s digital customers expect companies to be available at any time and to deliver high-quality and personalized experiences at every touchpoint. This includes having the convenience and accessibility of online self-service, plus the ability to talk with a real person when problems get too complicated.
Blending a digital and human touch
Luckily, customer service partners are rising to the occasion and are combining the latest technology with traditional offerings. The ideal customer service options now blend digital services and ‘human touch’ capabilities to deliver a truly omnichannel customer experience. This approach includes using AI-powered software to answer questions on routine issues from multiple customers at once very quickly. It also includes automated processes for transferring to a live person as soon as a chatbot cannot confidently answer a customer’s question. In this scenario, the chat is passed to a human agent using an automated workflow, and the agent can continue the conversation where the automated resource left off. New data and analytics capabilities also available in customer service packages also work together to analyze large amounts of customer data, much more quickly than a human agent could on their own.
Powered by new technology and the right partner, companies can now provide a balanced approach to customer service that savvy customers want. Customer service representatives are able to focus on solving complex problems with greater efficiency and accuracy, all without losing the personalized touch that sets them apart from their competitors.
Balance automation with intuition
By hiring out certain business functions to experts, organizations can focus on their core business activities and energize their workforce. Disruptive technology is pushing the boundaries of many areas of the business, including how companies work with outside partners. Today leaders are using technology to enhance how their in-house teams interact with customers. If you want to learn more about how disruptive technologies are shaking up outsourcing, talk to Outsourcive today! We can help you come up with a game plan for balancing technology with intuition to become more efficient and to deliver the ultimate customer experience. Let’s rock n’ roll!