How technology can take your business to next level
For years, when you used a product or a service we have often ended up facing a ledger or a feedback form from a company's customer representative. This slowly evolved to follow ups through E-mail and through the telephone and sometimes standard messages via website applications ushering us to fill up a Google form. Today's customer care and service is far more dynamic, taking complete advantage of the internet revolution to reach out to people. This involves collecting people's data to gauge the company's relationship with a specific person (a common example would be your personal feed on a social networking site), to live chats and voice calls that cost company's close to nothing when compared to using a Public switched Telephone network (PSTN). All this is enabled by leaps in technology such as IP telephony and intuitive websites that provide the customer a personalized user experience.
IP telephony - The next level of communication
IP here stands for Internet protocol. Here, the method of transferring voice is not through cables but through shared lines of internet data packets carrying your voice over to the other side. What are the advantages of IP telephony services? All your communications converge to a mono line for each user thus reducing the burden of transfer. Unlike traditional phone lines you can shift IP based telephones quite easily. They also offer a prospect of greater range and reduced long term costs. So what exactly does this mean for customer service? IP telephony solutions will allow companies to give their feedback services multiple dimensions. By using the internet, they can embed APIs attached to live voice chats on their website so that companies can learn from their customer interactions. Plus, it eliminates dialing/waiting and quickly connects users to people who can offer them solutions. The actual protocol used here is termed VoIP, which is an attempt to standardize and dependably deliver these services to people.
The cloud telephony system - A way to connect everyone
Given that there is no government body that currently takes responsibility for regulating internet based voice communication, we can only resort to using services of third party cloud telephony companies as of now. To get a better understanding of these companies, let us take a look at how cloud telephony works. Cloud telephony is basically VoIP communications that are linked to a cloud server that manages and stores all the data. This also makes calls more secure and storage of large amounts of call data for purposes of security and feedback feasible. Â While it may be true that without government regulation we may feel intuitively against such a service with low centralization, this technology has already permeated us greatly in the form of website feedback applications, survey companies that do market research and a more common instance of whatsapp calls that we make more often than anything today.
Fiber optic solutions - expand your reach
Now that we know these forms of communication rely solely on the internet, it is a corollary that a high performing internet connection will be sought after by all these companies. Let us look at the example of AT & T, where they have deployed a new technology called "Fiber to the Home "(FTTH). This technology utilizes high speed fiber optic internet to deliver services such as VoIP and video calls over unlimited bandwidth to enhance user experience. Higher internet speeds are directly proportional to seamless transmission of data resulting in faster exchanges and clarity of voice and video. The potential is endless with other benefits to users such as ability to interconnect services. For example, when a person uses VoIP to communicate with a waiter in a restaurant, he can not only talk but his prompts can be recorded, stored and even converted to an order placed which prints for the kitchen to expedite. All this is possible, because of the power of communications over the internet.
Design of interactional architecture in websites
With the chance to avail so many options through the use of the internet, companies must find ways to consolidate services allowing a minimal online presence. With greater degree of options comes greater complexity of services and more confusion for the customer. That is why minimalism in providing service is key in giving the user a simple experience. Finally, let us have a look at the impact of high speed internet on website services, design and interaction. We often Hire A Professional Web Design Company to do the dirty work of creating websites. Today, all websites are reaching to be intuitive in function which means you can interact with websites like you interact normally with humans. Using gestures and prompts and phrases, the simple joy of a responsive design can earn a lot of brownie points for the company. Unfortunately, these designs sap up a lot of server load and most of your data transmission leading to very groggy response times. This is why a fiber based connections today (LiFi is probably next in line) is central to materializing a great customer service and experience.