08 Dec What is the technology impact in the service sector?
This situation is increasingly common: some market-leading companies are in strong competition, until, suddenly, another unknown bet on new technology in the service sector, creates a new concept and fundamental values for the target audience.
This is enough for the others to enter, literally, on the wave of innovation that breaks the modus operandi and goes on to dictate the new directions to the market. They are the so-called disruptive technologies. For example, Gartner Predict 2017 points out that by 2020 100 million consumers will make purchases guided by virtual reality, especially on their smartphones.
This only happens because there are already several innovations that reduce operating costs, increase the efficiency of infrastructure and human resources, in addition, of course, optimize the experience for end consumers, among these innovations are:
Using the company’s data as a base, the solution allows identifying company information in dynamic and intuitive dashboards that allow very agile management of indicators and results, providing much safer decision-making.
Internet Of Things
works as a network that connects several computers, this connection is used to exchange information between computers, and a central system is responsible for issuing automation commands from Artificial Intelligence.
ERP-type service management systems stored in the cloud guarantee the mobility necessary to serve the customer anywhere.
In Artificial Intelligence, there are programs used to carry out some actions based on already established criteria. This is the case of chatbots that provide customer support, responding to doubts and small demands.
The improvements provided by such solutions affect the infrastructure of the business, its processes, and, of course, the quality of the services provided to customers.
Benefits and improvements of investing in technology for service providers
Disruptive or revolutionary technology is one that offers an experience or a result that no or few competitors offer. Therefore, it can be considered as a business differential.
Many service provider companies already use social networks to interact with their public, but few use the channel as a means of providing service and payment.
Transactional chatbots allow online consultancies, classes, and courses to be chosen, experienced and acquired as if you were in conversation with the representative. Between information and questions answered, the credit card data and the purchase information are being processed.
Optimization Of Customer Service And Support
More agile services that anticipate customer needs and offer memorable experiences. These are some of the improvements that new technologies promote in the business relationship.
Solutions that connect social networks in processes, whether to provide customer support or to manage part of the service, can also make important contributions. Ultimately, interactions in the virtual environment are becoming increasingly important to customers.
New technologies also allow a more specific consumer profile to be drawn. This is essential both for companies that offer life or residential insurance and need to quantify the risk that their policyholders run, as well as for less critical services, but who can benefit from this information.
The power of information for decision-making is unquestionable. Not coincidentally, technologies for storing and organizing data have been on the market for quite some time. However, its application, especially BI, was restricted to the highest hierarchical levels. Advances in innovation, however, allowed its functionalities to be applied even in the daily services, with the incorporation of resources and tools in the management systems (ERP).
Technology in the service sector will always be in tune with customer satisfaction and experience, even if its application is in the organization or improvement of internal processes. This happens because all the benefits will result in operational optimization and better services provided.
Another important detail is that the impact of technology in the service sector is constant, that is, it is necessary to monitor trends and developments regularly.
And although investing in new technologies can have different focuses, such as efficiency, cost reduction, and quality increase, this does not mean that it is optional. In fact, it’s not.
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