As technology is increasingly being used in our everyday lives, customer service has to evolve to keep up with the immediate service people learn to expect in this tech savy society we live in. Technologies are available such as customer service apps, artificial intelligence and machine learning programs that can meet customer needs on a large scale and in an efficient manner. Social media could and should be used as well with the same expected quality and speed of service.
- The rise of augmented reality means that in the future, digital information can be overlayed on a customer’s reality.
- The bots will have conversations, answer FAQs, recommend products, provide shipping information and support, online or via mobile.
- A report by Bank of America Merrill Lynch posits that one day customers could use augmented reality to do a hands-free scan of a product in a grocery shop to see price comparisons and nutritional info
“As the millennial generation becomes the economic force of our time, mobile technology and social media are stepping in to take over customer service”