Top 4 Ways on how 5G will improve customer service
For many years, most telcomunication companies adopted 4G, allowing their smartphone users around the globe to stream, download and exchange data faster. 4G is the fastest network until now, but tech companies worked for many years on developing 5G and are planning to launch it in the year 2020. According to estimates, the year has come in which the 3.3 billion smartphone users, 3.6 billion computers and 2.5 billion video game users will start to have access to 5G.
5G is the name given to the new mobile wireless technology that will allow users to download 1000 times faster and browse 10 times faster on the internet than with 4G. 5G can also support up to 1 million mobile devices per square kilometer against only 100 000 with 4G. This new technology will give an easy and fast access of the internet to users everywhere in the world, without worrying about having a bad signal.
Here are 4 ways of customer service improvement that 5G can bring to companies:
Improve treatment of Big Data
Nowadays, the amount of customer data gathered by companies is tremendous. In order to transfer, share and process the data from customers, companies need reliable and effective connections. 5G will make it much easier to use the data in order to improve the customer experience. The utilization of Big Data is, therefore, more efficient and complete since more data can be collected and processed at the same time. A much bigger amount of data can be collected at the same time to give more complete and precise results.
Provide almost real-time personalized customer journeys
To provide a personalized experience, brands need to collect the data and analyze it. As said before, 5G allows firms to collect and process a high volume of data. Moreover, 5G gives almost instant results from the data treatment, which implies that if a customer enters a store he can benefit from instant personalized recommendations from the brand.
5G allows customers to have a rich and full experience inside a store that will suit their preferences. Having a real-time personalized experience improves customer engagement with the brand which will result in creating loyalty and optimizing the customer buying behavior in the long run.
Give fully immersive experiences
Most brands are looking to improve customer service by investing in Virtual Reality or Augmented Reality technologies. The actual performance of those technologies is still limited because of the delay observed when using those devices. 5G enables this delay to drop from 20 milliseconds to 1 millisecond (faster than the human brain). Without latency, customers can get a full immersion into the brand experience and deeply feel the emotions created from the devices. With 5G, brands can create more advanced content in order to improve the immersion and impact with the use of VR and AR to the customers.
Improve customer support
A new area of customer service that 5G will create is the long-distance phone customer support. Even if call centers already use 4G for support, it is often illustrated by low-quality calls and cannot be effective in remote places. Moreover, remote places are difficult and costly for an agent to physically access. 5G allows devices to be connected faster to give high customer phone support, combine with the use of ultra-high-resolution video calls in which agents can observe customer problems like they were here and help them in the best way. This means that agents can only work from the office. Therefore, they gain transportation time which they can use to spend more time with clients or taking care of more complex customer interactions in a day or increase the quantity of cross-selling products.
Improve customer support
A new area of customer service that 5G will create is the long-distance phone customer support. Even if call centers already use 4G for support, it is often illustrated by low-quality calls and cannot be effective in remote places. Moreover, remote places are difficult and costly for an agent to physically access. 5G allows devices to be connected faster to give high customer phone support, combine with the use of ultra-high-resolution video calls in which agents can observe customer problems like they were here and help them in the best way. This means that agents can only work from the office. Therefore, they gain transportation time which they can use to spend more time with clients or taking care of more complex customer interactions in a day or increase the quantity of cross-selling products.
5G will improve the customer experience within most industries, but involve that companies will face new challenges. The boost in speed interactions between devices will bring customers to expect faster services, implying faster reactions from employees towards clients. Therefore, companies investing in 5G need to invest in training to allow their employees to be able to work efficiently with technology devices. Superior software and data engineers will be hired to support the transition to 5G and to provide the correct service. Moreover, firms have to revise their business models and revenue sourcing strategies while implementing 5G. Then, physical investment in core infrastructure assets (servers, computers…) needs to be made in order to support the speed of interactions and the quantity of data collection.
The transition to 5G is a colossal investment of time and money for brands but offers great growth potential in the middle and long run for companies evolving in a highly competitive global market for industries like retail, services, and more. 5G is a competitive advantage for brands that allow them to differentiate from competitors and create added value perceived by the customers. 5G technology still needs time to be adopted by the population, but the past has shown that technological investment in wireless exchange can be a significant value creator for companies like we experience with the arrival of internet, 3G/4G, cryptocurrencies and more.
