New Technology Adds Value to Customer Support
Article by: Kelsey Owens, Sales Associate at Passport
Customer Support: Still valued, even with new technology
In the past, parking was a task, a hassle, a frustration. Whether you were late for a meeting because finding a parking spot downtown was a disaster or you just couldn’t quite master the kiosk to pay for your session – we’ve all been there. Previously, the lack of data in the transportation industry has impacted the overall customer experience. Today, we have the resources available to make the experience as smooth as possible for parkers. With data, mobile apps, and the advancement of technology in general – we have the opportunity to enhance the entire parking experience for all.
Mobile Apps Change the Game
With the growth of mobile applications, customer experience have seen a positive impact. Apps are changing user’s entire experience. From reserving your parking spot with SpotHero or ParkWhiz, to valeting your car with a tap of a button with Luxe, to paying, extending your session, and managing your parking experience with Passport’s mobile parking app – the control is now in the user’s fingertips.
The Age of Convenience is upon us and it’s completely changing the way we move. Not only does this give users control and convenience, but it’s ultimately influencing the overall customer experience. After all, service is king. You’ll never be able to remember every single service experience, but you’ll certainly remember the ones that were very positive or very negative. The times a customer service rep spoke to you in a condescending manner or the time the barista gave you a free latte after waiting more than 10 minutes. Those are the experiences you’ll remember; the ones that’ll leave a bad taste in your mouth or will have you wanting more. With the progression of technology, those experiences will be altered. Data will be readily available and technology will drive the experience.
According to Accenture, “this technology trend is driven by embedded sensors and the rise of more intelligent hardware”. Now, everything we interact with is intelligent. We’re not only measuring our results based on the point of contact or purchase, but post-purchase. Take Passport’s software technology, for example. As we continue to innovate, we measure utilization and the value of our product by how customers are interacting with that product or service. We don’t just send our clients a product and that’s the last touch point, but we continue to update, enhance, and improve our product to give our users the best possible experience. Data and technology back that experience up.
Face Time Matters
As we advance technologically, it’s important to remember that face time still plays a key factor in experience. Frontline employees are not just staff members, but are program ambassadors. They’re the ones out in the field that are encouraging people to download and utilize the apps – they’re the ones that are representing your product or service. If you think they can’t impact the customer experience, think again. They’re a huge asset to encouraging utilization. For Passport’s GoTucson parking and transit mobile app, the Tucson brand ambassadors took the city streets. The GoTucson street team’s primary goal is to promote the mobile app and encourage Tucson residents to utilize its convenient features. In just a few hours, the team had given out over 60 promo cards and interacted with 75 residents in Downtown Tucson. Not only are those connections significant to adoption rates, but they leave a lasting impression on users. For one, the need for technology to drive the parking and transportation industry as a whole is important to the customer experience. According to the International Parking Institute, 53% of people want “innovative technologies that improve access control and payment automation”. As technology progresses, customers are getting what they want. Positive customer support and quality products or services.
There’s no doubt that technology is innovating the world we live in. It’s changing the way we move and simultaneously impacting the entire customer experience. These changes will ultimately transform the transportation industry and will continue to enhance customer service.