The need to incorporate digital technologies into all aspects of a market has intensified in the past year, allowing for significant improvements in how an organisation operates and the value provided to the consumer.
Good service has often had a positive influence on a company’s profits and also makes a significant contribution to overall revenue, profit margins and the balance sheet as a whole. But we have seen and learned first-hand over the last year how the after-sales service can grow into a significant strategic success factor.
Thanks to new technologies like artificial intelligence and the Internet of Things (IoT), progress is accelerating through industries. The strain is on businesses to get ahead of the digital curve, with many customers and business consumers willing to pay a premium for differentiated, first-to-market goods and services that enrich their experiences. Seventy-five per cent of consumers expect businesses to create better experiences by using emerging technology.
If a business is big or small, it can incorporate services and support efficiently, comprehensively and easily for consumers at any level, and it allows the end to manage the challenging cost curve from the acquisition to retention of subscribers.
Two significant factors influence the market’s consumer experience: products are becoming smarter, which suggests that customers are becoming more specific in their search for solutions, and secondly, considering the shift in lifestyles, customers are becoming savvy in their perceptions of services.
Customers expect to fix problems instantly in the event of a failure in such smart devices, as these products play critical roles in their everyday lives. The unfortunate truth is that most after-sales service centres cannot handle the improved degree of consumer demands.
To face this challenge, CX professionals need to adopt digital technologies to propel the data management process and exploit data to enhance customer service. At the same time, they can open up new markets, make workers and processes more efficient, and build new competitive advantage sources.
Divisions of after-sales operation will turn themselves into professional drivers who contribute to the profits. It enhances customer relations by shifting business operations to technologically sound platforms with features such as real-time monitoring of service progress.
Forecasts show that after-sales support would remain one of the critical success factors for any organisation that sells technology goods. Businesses must react strongly to ever-changing customer requirements to achieve sustainable results. Artificial intelligence may push more automation ever into companies and products.
The businesses that provide new products and services customised to company results and individual customer needs will emerge as the real winners.