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Posted by Eric Goldschein - 01 February, 2019

4 Predictions for the Future of Online Live Chat Support

The customer service train has since past the telephone and email stations.

These communication mediums are still viable in some ways, but only play supporting roles in today’s customer support.

Customer service expectations are growing rapidly among the masses. They want to be attended to with the speed of light.

There are already predictions that, by 2020, customer interactions will be executed by robots. This might seem far-fetched on the surface. But with evolving technologies like live chat, anything is possible.

Live chat solutions is a customer engagement medium that takes account of customer inquiries and provides resolutions to their challenges in digital commerce.

According to a Zendesk Benchmark report, live chat offers 92% customer support–the highest score compared to other tools. Responding swiftly to customers solves half of the problem.

Keeping them waiting compounds issues. And woe betide you if you couldn’t solve the problem after a long wait.

Such an impression could make the most loyal customer to change camp. Live chat has proven to be effective in this and other areas. 

As the years go by, more opportunities arise with this artificial intelligence enabled technology.

Let’s take a look into the future and discuss possible ways live chat can enhance customer service.

1. Proactiveness by predicting customer problems

Live chat is integrated with artificial intelligence enabled bot to track and collect customer online interactions. These data points are used by organizations to offer personalized services to customers.

When customers are faced with issues, agents are able to serve them better with the data of their online history at their disposal.

Most customers get frustrated in the face of challenges, and would rather take a walk than follow up for resolutions. Having the capacity to resolve customer issues at the point of inception has great potentials of reducing abandonment rates in the customer online journey.

On this premise, live chat can be upgraded to look out for stress indicators, evaluate customer problems and proffer solutions based on its interpretation of the situation. Support agents will no longer have to spend much time troubleshooting problems.

A drastic reduction in customer complaints will follow suit as issues will be resolved before they become worrisome. 

Organizations are big gainers in this futuristic projection. Having fewer customer complaints will call for smaller customer support teams.

They get to save money on employee salaries and benefits.

There’s also the advantage of increased productivity. With live chat applications requiring less human engagement, employees will have more time on their hands to focus on tasks that drive productivity.

Predictive ChatSource

2. Deliver augmented reality

Sensory perceptions are big hurdles that technology is yet to surpass.

Despite breaking geographical boundaries, communication technologies such as live chat still offer limited audio and video coverage. 

Augmented reality brings a sensory appeal to the table by adding a virtual layer to live objects–making them appear as real as possible. It can be used to showcase informative details from the bearer’s perspective It combines various digital components to form perceptions with the aid of computerized sensory elements.   

In a chat session with a customer, an agent can point the camera to a live product. The product will be x-rayed, revealing vital information that would ordinarily be hidden.  

Customer support through ARSource

Augmented reality makes use of audio, video and graphics among other things to generate useful data. With these, customer service agents will be able empowered to provide help beyond what’s currently obtainable.

 There are huge potentials in this regard as related technologies are currently in use.

GPS enhanced apps are used to boost local searches. Agents are able to access information via proxy, and have a manual aid sent to the customer from the nearest service center.

 

3. Drive human-like conversations with tools

Bots are incorporated in live chat software to engage customers in sessions. But such interactions are nothing beyond basic.

They keep customers engaged with “small talk” while support agents are preoccupied, and then pass them on when the agents are available.

Human conversations are driven by recognition of speech via diction and syntax. Efforts are in the works to infuse these elements in communication applications via Natural Language User Interfaces (NLUI).

This computer human interface consists of various linguistic elements including phrases, clauses and verbs. They function as user interface controls for producing, modifying and identifying data in computer applications.

NLUI is becoming increasingly popular for its speed and simplicity. However, there’s need for improvements in regard to ambiguous data.

When this is perfected in the future, customers can simply open the live chat application on a website, and engage in meaningful conversations until the need for a support agent becomes inevitable.

 

4. Create an illusion of physical presence with 3D technology and holograms

Incorporating 3D technology and holograms in live chat will take customer service to a whole new level by making interactions even more “live.”

3D technology literally brings objects to live. A 3D enhanced live chat will make both agents and customers feel like they are together physically.

Products can be highlighted on the screen in full glare by agents to provide detailed information to customers.

With the geographical barrier seemingly out of the way, customers will feel more at ease relaying their challenges to agents. And these agents, will in turn, be motivated to completely satisfy their needs.

Such a close interaction could influence customers in making positive buying decisions. 

Organizations and their customers will enjoy closer relationships as they get to understand each other better.

Conclusion

The future of live chat in customer service is indeed very bright. With a growing consumer demand for the best products and services, organizations are striving to meet up with their standard.

Stiff market competition leaves them with very limited options. It’s either they deliver as expected or lose to the competition.

A report by Wunderman reveals that 79% of customers patronize only brands that push boundaries. Live chat is an effective tool that organizations can use to score points with customers as it involves them directly.

Hence, it’s not surprising that they’d go the extra mile to provide excellent customer service with it.

Summary


What new feature will be a part of online chat?

  1. Proactiveness by predicting customer problems
  2. Deliver augmented reality
  3. Drive human-like conversations with tools
  4. Create an illusion of physical presence with 3D technology and holograms

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Author’s Bio - Sam Makad is an experienced writer and marketing consultant. His expertise lies on marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI. 

Topics: B2B eCommerce, Sales & Marketing, B2B Marketing