Technology is a wonderful advancement for society and for everything we do in life beyond just business. However, for businesses, it’s a great improvement that has provided a lot of opportunities to leverage current work efforts and make them better.
Customer service continues to be an important part of business success and if you’re looking after your customers, you’re going to directly benefit your business success. With that in mind, how can technology help with customer service and what tools can be used to implement these efforts in 2025?
This guide will take a look at how technology has significantly enhanced customer service and what every business should be using to help improve customer service and support with technology in hand.
The benefits of using technology for customer service
What are some of the benefits to using technology for the purpose of customer service? If you’re thinking about making changes to your customer service and support processes, here are a few reasons why technology is important to use.
Helps with data collection and insights
Technology allows businesses to collect valuable data about a customer’s behavior, their preferences and their online habits. It’s vital data that can make a difference to how you approach customer service and support, as well as what you offer to your customers.
Improved accessibility
A lot of online platforms nowadays are enabling customers to access help services 24/7, regardless of where the customer is located or what time they end up making contact. This helps greatly in capturing every potential lead possible.
Increased efficiency and productivity
Technology is helpful for improving efficiency with automation and helps to streamline workflows to free up time for agents who might already be greatly overworked and overwhelmed with the current customer demand on the business.
Cost reduction
Being able to reduce costs as a business is certainly helpful, which is why technology is useful to reduce operational costs. Automation and self-service tools can be helpful for keeping costs low and enabling greater profit margins as a result.
Scalability
Technology is a great way of scaling customer service operations in order to meet the changing demands that come with any business and its growth. Having that flexibility to grow and adapt is important for businesses in this new, digital industry.
Personalized service
A personalized service is a wonderful way of going above and beyond for customers, enabling a more tailorable service to address individual customer needs. There’s more chance of customers returning for more as a result.
How to use technology for improving customer service support
Technology can greatly improve the customer service support you offer to your customers. Now that you know the benefits that it provides, here are some ways technology can be used to improve your customer service support this year.
24/7 availability and instant support services
A conversational AI platform for businesses is a great way to make use of chat services when your business is either overwhelmed with in-person interactions with customers or you want to utilize potential interest from customers outside of office hours.
With AI chatbot services, you’re able to capture all of those extra leads and potential interactions that would otherwise be missed out on. Making use of these chatbots can be great to offer 24/7 availability and as long as chatbots have a wealthy knowledge base to work from, their algorithm for communicating with customers becomes much more advanced as a result.
For businesses, this type of technology is great to ensure no customer query is forgotten or a potential conversion is missed. Building a knowledge base is fairly easy to do and the more employees that can contribute to the knowledge base, the more information there is to utilize for the chatbots responding to customers.
Self-service opportunities
Talking of knowledge bases, the self-service opportunities that are presented to customers nowadays often absolve the need for human interactions.
While many of us still need this human connection, it can be helpful to provide the option of self-service in order to benefit those that are looking for an alternative to beat queues or to simply have a shopping experience that doesn’t involve interaction with anything other than a computer.
Online portals are another option for customers to find the answers they need to resolve their issues independently. Not only that but it can be helpful to reduce wait times and help improve the convenience that comes with customer service too.
Omnichannel communications
With omnichannel communications, you give customers the ability to communicate via a number of channels, making it a much more accessible means of communication between themselves and the business.
Not everyone is going to prefer to talk via phone or email. Being able to offer up the opportunity to resolve problems or query requests through social media is a great way of meeting the demands of those who now use these platforms solely for communication with any business they buy from or engage with.
In general, your business should be taking full advantage of the interactions they have with users online. Social media continues to prove to be a useful resource and media for businesses to connect with their customers on. If you’ve not already started using it, now is the time to do so, through the use of omnichannel communications.
Automation for streamlined processes
Automation is a wonderful technology advancement that many businesses are already using in their business, across a variety of operations no doubt.
There are lots of software and tools available nowadays that make use of automation, and as a technology, it’s awesome to streamline your efforts. For example, it could be used in email marketing to help schedule out emails to various subcategory groups within your newsletter.
With automation, it merely needs to be programmed and observed by your employees, and the rest is done automatically. That frees up a lot of time for your employees to prioritize other pressing matters.
Personalized experiences
Being able to offer your customers a personalized experience with your business is only going to benefit your organization when it comes to customer satisfaction. As customers, we often enjoy the interactions we have with businesses, especially when we’re made to feel valued and seen as a customer, rather than just another transaction.
How you market your business to your customers is important because with tailored communications and interactions, you’re more likely to achieve that solid customer loyalty and trust that you’re after.
AI-powered solutions
Artificial intelligence is certainly becoming more of a popular form of technology to use as a business. When it comes to improving your customer services, there are plenty of AI-powered solutions to take advantage of. A few examples of this beyond chatbot services include:
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Natural Language Processing (NLP) and Understanding (NLU) – Helps to interpret human language in order to enable AI systems to respond more naturally to human interaction.
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Sentiment Analysis – A tool that’s used to analyze customer feedback, reviews and customer interactions to gauge customer sentiment.
Customer data platforms
In order to help your business find all the relevant information it needs to be successful in its customer service efforts, the use of customer data platforms is handy to have.
Gathering and analyzing data enables businesses to understand the individual needs and preferences of each and every individual customer. After all, each one is different from the next and so a one-size-fits-all approach when it comes to your customer service isn’t always going to work the best.
By having access to these customer data platforms, you can enable personalized interactions and deliver tailored solutions that are going to secure the
Cloud contact centers
Cloud contact centers can be helpful for those who are looking to scale up and make their businesses more flexible to the changing needs and demands of customers. While the cloud was once considered an untrustworthy piece of technology, that has very much changed in recent years.
With that being said, if you can incorporate a cloud contact center, this can be a great way to help adjust your business to the demands of customers who might be expecting more from your business this year.
What does the future of technology look like for customer service?
As mentioned already, there are plenty of advancements already happening within the world of customer service when it comes to technology.
We can expect the future of customer service to be driven by AI and automation. Both technologies are helping to provide a faster but more personalized experience that’s seamless in its execution.
From AI-powered chatbots to virtual assistants, there’s a lot that this technology can do when it comes to freeing up time and helping businesses utilize the time they have for better usage.
If you’re looking to maximize your customer service efforts, technology is definitely something to embrace. Make use of these tips to transform your business and improve your customer service efforts this year and every year going forward.