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\nImagine a world without technology. The ease and convenience we enjoy today would be a fantasy. Businesses are thriving and defiling geographical boundaries because of it. One area that has enjoyed enormous benefits of technology<\/a> is customer service.<\/p>\n Not too long ago, we had to move around with cash to make payments for everything. But all that has changed. Thanks to technology, we can benefit from a cashless society. Organizations give their customers the opportunity to make payments seamlessly at their convenience.<\/p>\n But there\u2019s more.<\/p>\n A Gartner report<\/a> predicts that customer experience will be given more priority than product and price by 2020. And there\u2019s no doubt that technology will play a major part in enhancing the customer experience.<\/p>\n According to Accenture<\/a>, companies in the United States lose $1.6 trillion when customers change supplier due to poor customer service. You can leverage technology to get and retain customers by adopting customer support tools.<\/p>\n The Key is Using the right technology<\/strong><\/p>\n Every organization seeks the most competent employees to serve their customers. But there\u2019s only so much the best support agents can do. Technology further empowers businesses to be great by helping frontline employees perform their support duties.<\/p>\n 1. Offer proactive support<\/strong><\/p>\n When you walk into a well-organized physical store to shop, a sales representative walks up to you almost immediately to assist you with your shopping. They make you feel at home, and literally guide you through your shopping. This single act reduces the chances of you getting confused and leaving without buying anything<\/p>\n It shouldn\u2019t be different online.<\/p>\n Don\u2019t wait for customers to get stranded before you offer support. Bear in mind that they\u2019ll always need help. If it isn\u2019t made available immediately, they\u2019ll find their way out, adding to the 75.6% cart abandonment rate<\/a> in ecommerce.<\/p>\n Be quick to offer support to visitors on your website. Let them be the ones to turn it down if they don\u2019t need it. Think of live chat<\/a> as the online version of the efficient sales representative mentioned above. Effective live chat software is programmed to reach out to customers the minute they arrive on a website, offering to help them with anything they need. A visitor who needs assistance will gladly connect. By addressing their concerns, you prevent them from leaving empty handed.<\/p>\n 2. Think out of the box<\/strong><\/p>\n Technology improves customer service by empowering businesses to be proactive. It takes it further by empowering them to resolve customer issues in innovative ways. Providing a half-solution to a problem doesn\u2019t solve it. Your goal should be to put a broad smile on the customer\u2019s face with a 100% solution.<\/p>\n Forrester found that 45% of consumers in the U.S.<\/a> will abandon their online transactions if their concerns aren\u2019t completely resolved. Sometimes, communicating with the customer via live chat isn\u2019t adequate. For instance, if the customer is having a problem navigating through your site, no matter how much they try to explain it to you, you may not fully understand because you can\u2019t see it.<\/p>\n This is where technologies like co-browsing<\/a> come in. It allows you to share the same screen with the customer. What this means is, you have access to the exact page where the problem lies. With enabled-control on your end, you help the customer to cross the bridge yourself.<\/p>\n 3. Automate workflow<\/strong><\/p>\n Automation keeps business operations in steady motion with minimal human input. Manual processes are set on autopilot, maintaining high-quality standards and increasing productivity.<\/p>\n Overworking your customer support agents is counterproductive. Having them work long hours is to no-one\u2019s advantage. According to the law of diminishing returns<\/a>, employees are not productive when they reach their limits.<\/p>\n Don\u2019t jeopardize your business with substandard customer service. Automate your customer support activities with the use of chatbot. Through artificial intelligence, it\u2019s able to collate customer data, interpret it and interacting with customers.<\/p>\n