Business IT services are constantly evolving. Exciting innovations are breaking onto the market. These include video, artificial intelligence (AI), chatbots, real-time messaging, remote working, and self-service. Make no mistake, to stay still is to stagnate and fall behind. But, each of these changes has the potential to create big changes in business IT services. So, what are these changes, particularly related to customer service, and how can they improve your operation?
5 Technology Innovations Affecting Business IT Services
Companies are recognising the advantages of real-time, face-to-face video communication over traditional voice-only calls. Zoom has become hugely popular, particularly since the outbreak of COVID-19. For some businesses, making a video call is now their first choice. ‘Loom’ is a breaking tech that allows for the easy creation of video voicemail.
- Real-time messaging or Chat
Customers expect companies to be ‘always on’ and the emerging preference is for real-time chat rather than phone or email. Facebook is one instant chat example, but many businesses are now including chat as a feature of their website. Internally, businesses are deploying chat Apps such as Slack for instant employee communication.
- Remote Working
Many jobs, particularly customer service roles, can be fulfilled with a home office setup. Consequently, phone calls, emails, chat and social media can all be successfully handled. As companies see the cost savings involved, such as the need for smaller office space, remote working will continue to grow.
- AI and Chatbots
AI is with us now and it’s omnipresent. For instance, searching with Google is an interaction with one of the most powerful AI algorithms ever created. On the other hand, Chatbots aren’t really AI. They’re more a business-specific search database presented in a more friendly user interface. In short, the use of Chatbots is on the rise because they can keep ‘working’ when your employees have all gone home.
- Data-Driven Decision Making
It’s much easier to measure the quantitative success of a system when it generates useful data. Essentially, better data drives better decisions.