The Changing Expectations Of Technology in Customer Support

Written by Lori Mankin

Technology is moving fast, and rapid developments in innovation are playing an essential part in customer expectations. Today, customers have a low tolerance for slow answers and anything less than outstanding service. Their expectations far exceed anything they would have wanted a decade ago, and businesses have to keep up. Customers want a quick and slick experience every time and refuse to settle for anything less. Organizations are adopting technologies, like knowledge sharing software solutions, to build and strengthen their relationships to improve customer support.

Technology Is An Expectation, Even When You Can’t See It

Going back a few years, having technology that assisted your customer service strategy wasn’t a requirement; it was a luxury. Today, it’s expected to be integrated with your strategy, even if it isn’t obvious. Customers expect personalization and automation, and support should be intuitive. The only way to accomplish this is with the help of technology.

One way to improve customer support is by implementing a customer facing knowledge management platform, often referred to as a customer support portal. An external-facing KMS will allow your clients to log in to a  support portal and quickly search for the answers to their problems. Consider a system that implements machine learning to get to know your customers’ wants even better. They won’t be able to see or know how the machine is learning about them, but your customers will notice and appreciate a smarter system.

Customers Expect All The Information

The expectation for finding information quickly and easily has fundamentally changed. Customers expect information at their fingertips when interacting with your customer support team – much like they can find information online.

With a customer-facing knowledge management solution, you can provide your customers with all the information they want, and monitor what is being searched for, read, and used most often. This means you can make sure your customers are getting what they want when they want it — and you can build a library of knowledge that meets their need, precisely.

Customers Expect To Help Themselves

We’ve talked before about the trend of customers not wanting to pick up the phone and talk to customer service personnel. Customers, especially millennials, want to type in their questions and get an answer — like magic. Thanks, Google.

By giving your customers access to a knowledge sharing solution with intelligent, industry-leading search, you’re giving them the opportunity to help themselves. They don’t have to talk to anyone if they don’t want to. But if they need some extra assistance, having the ability to comment and ask questions directly on a content piece gives the feeling of doing it themselves.

We are in the midst of a customer service revolution, and we have rapidly changing technologies to thank. Knowing what your customers want, when they want it gets you one step ahead of the game. Implementing an intuitive customer support solution, like knowledge sharing strategies, means continuously striving to improve customer support and meet expectations, consistently.

Harness The Power Of Knowledge Sharing With Digital Transformation

Companies that grasp what the digital workplace is really all about are willing to change the ways people and applications connect across their organizations. By fostering a digitally driven culture of collaboration, they break down silos, share knowledge more effectively, and compete more successfully.

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