Mobile devices have become the main component of personal and business lifestyles. Due to the recent product launch of the Galaxy Note 8 and Apple’s newest software update, the iOS11, mobile device users are holding their own personal prep rallies, anticipating the newest “ooos” and “ahhs” of what will soon be in their hands.
Within just a few hours of the iOS 11 update release, there was already millions of users experimenting with their new software features. Though there were not any significant changes to the iPhone 8, other than a slightly longer designs and tweaks to the camera and display, the iPad received a few improvements consumers will gladly enjoy. The Apple Pencil, digital scanner, and between app multitasking became highlights of the iPad’s newest feature upgrades.
As customers play with the newest features and devices, they are likely going to run into a few speed bumps that can come with updated technology devices.
“Do I need to upgrade my device to get the new iOS?”
“Why can’t I update to the new iOS?”
“I updated to the new iOS and don’t like it, how do I go back to my old iOS?”
However, these frequently asked have already been anticipated by call centers before they are even asked by customers. How is that possible? Psychic abilities? Well, yes actually. However, these psychic abilities don’t involve a crystal ball.
Through Artificial Intelligence (AI) and Predictive Analytics, the machine intelligent studies of previous launches of new devices and software updates gives retailers, carriers, and call centers the advantage in preparing for the questions and concerns that will more than likely arise.
AI played a great role in the launch of the Samsung Galaxy Note 7. Its machine learning ability collected the constant output of questions surrounding the issue of overheating. This means, call centers can prepare themselves of the problem, before it even is read on the front pages of tech news almost mobile consumers. This also gives the agents the advantage of having solutions for this process once mobile consumers begin to call in.
AI’s abilities have somewhat created the image of AI becoming the spokesperson to customer support, specifically self-support. Available digital tools such as chatbots, self-support content and materials like FAQs, product guides, spec sheets, videos and tutorials have assisted customers in retrieving solutions for their common questions. Because of how accessible these support materials are through mobile devices like smartphones and tablets and desktops and laptops, customers are reducing their need to speak to a human customer support agent.
In a recent industry survey, 66% of brand marketers revealed the importance of online support materials and online interactions to create better customer support journeys. According to them, less customers, even close to no customers, were making follow-up purchases because of the lack of online support materials.
The push of technology in customer support has been making the process of problem solving much more efficient. The pre-eminence of Predictive Analytics creates the machine learning power where computers and databases analyze past inquiries of product launches and software upgrades from customers, using those past questions to build and prepare the support system agents need for future software upgrades and product launches.
As customers do go about calling agents for their concerns, there is the possibility of the dreaded waiting game, being put on hold too long for an answer or no answer. This can be resolved with AI. As AI is able to assist customers in self-support, like a “co-pilot”, it also gives agents support as well. Digital tools provided by AI can be used by agents to assist them in their own journeys in finding solutions for customer questions.
The advancement in customer care benefits both customers and agents. The easier it is for agents to assist customers, the more satisfaction customers will feel, and that will radiate to them buying more products, like a new mobile phone or upgrading their software, increasing brand loyalty. These results benefit retailers, manufacturers, and carriers in creating more genuine relationships with mobile consumers.
Editor’s Note: James Ramey is CEO of DeviceBits, a software company that services clients through a predictive and personalized understanding of interactive tutorials, adaptive FAQs, Interactive Guides, and Videos designed to for self-serving consumers. For more info visit www.devicebits.com.
