In the 21st century, so many things are automated for us that we often don’t take the time to consider just what is being simplified. In the case of customer service, there have been many different points in time during which companies have innovated and changed their approach so the consumer could have more flexibility. These trends still have influence on our modern-day society, with a lot of innovations holding over.
For example, being able to contact customer service representatives through social media is something that many people take for granted. This is because it seems only logical that companies would make use of the messaging services and free hosting provided by social media platforms, but it’s much more complicated than that. In order to have somebody responding to social media messages, companies have to hire somebody specifically for that job, making the whole concept of customer service more nuanced.
One of the most significant ways that companies have changed their approach to customer service, though, has been through the innovation of telephone lines to include menus for customers to navigate. By having multiple different options to choose from, consumers became able to be directed to their specific area of interest, making it even easier for them to find answers to their concerns.
Voice recognition software would progress telephone hotlines even further, allowing companies to install certain voice commands that a computer could recognize, directing the consumer after properly processing them. This made it easier for customers to be directed to specific categories of customer service, making it easier on representatives as well.
With the use of voice recognition technology, companies were allowed to hire more people for the actual helping aspect of customer service, lowering wait times overall for customers. The addition of email and social media also lessened the wait times significantly, as customers were suddenly able to take other routes for less serious concerns.
Regardless of how exactly companies communicate, customer service will continue with being the backbone of business. Though it might seem like an insignificant factor, customer support gives customers a great sense of connection and personalization to their experiences with any given company, making it a more trustworthy experience overall. This is why so much emphasis is placed on customer support today, as it is often the gateway for many people to interact with businesses in a potentially positive way.
As our technological landscape continues to evolve, there’s no doubt that customer service will become more nuanced, sophisticated, and convenient for those who seek it out. Because of this, the 21st century is a very exciting time to be a consumer, with so many wonderful options on the horizon to make everyday life even easier.