It is bad for people to have to wait a long time for customer service, before getting any help with their problems. The average wait time for customer service is getting longer and longer. In fact, in many cases it can take hours to get through to a human being. As a result, customers expect a higher level of service than before.
The past
In the past, customers would have to navigate through complex websites to find information and wait for a response through email. This often led to frustration and dissatisfaction among customers, as they had to expend a significant amount of time and effort just to get the support they needed.
Today
Today, digital technology has inspired brands to adopt new systems for customer support, with live chat and messaging apps being the most popular methods. Artificial intelligence allows companies to handle multiple customer queries at once, while also automatically recognizing a customer’s concern so that he or she is connected with the right representative.
The Future
As technology advances, the digital customer experience will continue to improve. Customers will be able to use even more channels and tools for support and communication. Virtual reality and augmented reality may become more prevalent, allowing customers to interact with customer service representatives in immersive ways.
The digital customer experience is likely to be even more personalized and intuitive with Web 3.0 (also known as the Semantic Web). This next-generation internet uses Artificial Intelligence and Machine Learning to provide a more intelligent and personalized online experience. It will enable customer service representatives to provide more tailored and relevant support and assistance to customers, based on their individual needs and preferences. Customers will also be able to access support and assistance through a wider range of devices and digital channels such as chatbots, home automation products, or smart home devices overall. The seamless, intuitive experience it provides customers will set it apart from today’s Web offerings, which are often hidden behind confusing menus and interfaces.
Role of WebRTC in Digital Customer Experience
Imagine being able to talk to a person on the internet instead of having to send them an email. That will make it faster and easier for people who have questions to ask people who can answer their questions, so we can all get what we want faster.
WebRTC marks the beginning of a new era of digital customer engagement. Designed to provide a more seamless and efficient communication experience for customers. WebRTC allows customers to initiate voice and video calls directly from their web browsers without the need to download additional software or plugins. This can make it easier and faster for customers to connect with customer service representatives and receive support. WebRTC can also be embedded inside other customer service tools, such as chatbots and CRM systems, to provide a more personalized, efficient customer experience.
When delivering digital experiences, it is important to create ideas that will eventually produce outcomes which delights customers’ hearts. So don’t be afraid to jump into the deep end of the water and start testing it out!