Very soon, we will never hear these boring messages:
All of our customer care representatives are busy. Your expected wait time is 42 minutes!
This call may be monitored and recorded for training and quality purposes!
You can expect to receive our response in 2-3 business days!
Today’s customer service is a real-time which means we hate to wait until company’s representative come back from lunch to answer our queries. Even most people don’t have real-time mindset yet but they will soon as the social media tools increases and the companies integrating these tools in Customer Relationship Management (CRM) are hugely increasing.
From Wikipedia, Telepresence refers to a set of technologies which allow a person to feel as if they were present, to give the appearance that they were present, or to have an effect. Telepresence has been described as the human experience of being fully present at a live real-world location remote from one’s own physical location.
Even it’s very expensive for these tools to be in the hands of everyone but very soon, all of us can have it and calling a customer service will not be boring anymore.
Imagine you call your bank for a question and you have ex: Cisco Telepresence technology, the customer service representative appears in your house answering your questions in real-time. He/she will not be a robot but a human being standing in front of you. Humanize the customer service finally after years of speaking to walls and wasting our time waiting for emails and phone calls!
All companies are serving others by somehow so not having a real-time mindset or not testing each new media tool with your audience or may be waiting your competitors research about Telepresence while your representatives are reading the script will send your company to hell!
You have two things to prepare: as someone who has influencer role in the company, you need to make sure that the company is ready to change and your manager or CEO has the capability to understand that real-time customer care is not an option. Today as Tony Hsieh said “Customer service shouldn’t just be a department–it should be the entire company.” It means that whatever title or role you are serving in the company, you can influence or change the customer experience.
The other thing to do is to make sure that your customer service first line is the most qualified line in the company. Supply them with tools, training and freedom because your company’s brand is what your customers being treated by the first line. Monitor your lines via “Continual Service Improvement” all the time.
Telepresence is here already and it’s matter of time to see this vision reality, who knows, we could select the sex, age and voice of the person who serve us