The service industry is changing considerably because of the newfound focus on remote work and virtual meetings. With the changes comes the opportunity to differentiate yourself from competitors using tech. There’s been an eye on how tech would change customer service for many years now, leading to predictions that real time chat will outpace email and, pre-pandemic, the belief that people would come to prefer virtual communications to in-person for convenience’s sake. One thing is for sure: companies are considering how to use technology and algorithms to bolster their positioning in their industries, and help them do what they are best at doing in a more accessible, widespread way.
No matter how tech savvy you believe yourself or your business to be, it’s likely that you still have room for improvement. It’s the small touches that can go the extra mile in serving your client base, and now that the world is predominantly ruled by technology as social distancing precautions and lockdown measures continue, tech additions are the best place to look for improving your services.
1. Leverage AI For Faster Solutions
The growth of artificial intelligence and expertly created algorithms has created a new frontier for businesses hoping to harness the power of tech. Specifically, it’s creating faster solutions than previously considered. Today’s leading social media app, TikTok, currently has over 800 million users worldwide, which is expected to spike into the billions in 2021. What TikTok’s algorithm has mastered is audience creation and market research. If you are still relying upon antiquated ways of getting real-time feedback on your content or products or marketing them, think again about how TikTok’s AI can help.
Organically, TikTok can push out your content (which can, of course, be business-oriented) to your target audience based on user behavior and hashtags alone, which has led to explosive growth for many startups and big businesses alike. And, on their ad front, TikTok actually guarantees five million daily impressions for brand takeover ads, according to Hootsuite. Talk about getting more done for less.
Integrating faster solutions into the services you offer to clients and customers can be helpful, too. Anthony Marinaccio, SVP of Mortgage Lending at Guaranteed Rate says, “It’s no secret that many are scrambling to purchase homes right now because of lowered interest rates, but getting approved for a mortgage can take up to six weeks, which slows down the process for everyone involved. Guaranteed Rate’s Digital Mortgage incorporates a loan finder tool and document portals to streamline the entire application and approval process, meaning valuable time is saved for the borrower.” Having a tech that offers more efficient results – either via expanded exposure or quicker timelines – will always help you to differentiate yourself amongst other services.
2. Rethink What You’re Automating
Sometimes, what helps you deliver the best service comes down to how much you can automate. Every business has their one thing that they’re better than anyone else at doing – whether it’s your 1:1 coaching style, the content that you create, or the legal assistance you offer. When overloaded with menial tasks like emails and paperwork, there’s less time in the day to do what you need to do. Automation takes this off your plate.
Plus, many businesses have noticed a huge ROI on automation. Tricia O’Donnell wrote for Benchmark One that automation can even help with personalization at scale. “It may seem like an oxymoron, but it is possible to deliver personalized experiences to your customers without having to do so on an individual basis. Marketing automation enables you to create and automatically distribute messages that resonate with the unique needs of each customer based on their behavior. More targeted messaging means an increased chance of conversion, whether it’s a new lead or a long-time customer,” she writes.
3. Add A Human Touch To Your Communications
Another way to add personalization, especially with mainly virtual communications, is to send video messages using tech like BombBomb. This way, you can quickly record a video message and email it directly to a client or a business partner. This may make important business emails or messages feel more personalized and studies also show that video is far more engaging than simply reading an email or listening to an audio message.
Srini Koushik, the CTO of Magellan Health, noted in a Forbes interview that “There’s no longer any semblance of “out of sight, out of mind.” The article went on to say that “Participants are less apt to ‘zone out’ or multitask, as they might on an audio-conference, and instead maintain ‘virtual eye contact.’ The result, says Koushik, are superior levels ‘of closeness and engagement.’” This advice will serve businesses indefinitely, as virtual relationships will continue regardless of changes to social distancing regulations.
Simply put, there are too many helpful tech resources nowadays to ignore. Businesses in the service industry are tasked with providing their clients and customers with care and attention, and many tech advancements ensure that this can be done more efficiently and with more flair than ever before.