Let’s take a closer look at which trends to watch today.
Customers Expect Omni-Channel Support
Consistent interaction with the client over several channels is becoming an integral part of the experience. Since clients are actively using different digital mediums, companies need to keep up.
From social media and review websites to video chats and email, businesses need to be there to answer questions, make offers, and drive sales.
A client expects you to remember the preferences you discussed, regardless of channel when they talk to a representative.
This requires smart use of CMS (customer management software) and cloud technologies for all the information to be stored in one place and become available to representatives in real-time.
Self-Service Improves Experience and Cuts Costs
The ability to solve a problem without asking for help is priceless for many people. From FAQ sections and forums to apps and bots, companies are offering an opportunity to deal with a problem without contacting a real person.
Self-service lowers the cost of doing business, putting less strain on customer service reps. While eliminating live interaction is impossible, you could minimize it by investing in self-service technologies.
Customer Feedback Tools Deserve an Investment
The power of customer feedback can’t be underestimated. By obtaining as much as you can, it’s possible to tweak your marketing campaign, improve your offering, build better customer relationships, and improve brand loyalty.
That’s why customer feedback applications are becoming highly valuable.
This can help you gain valuable insights into how well your business is doing. Meanwhile, such software can help you react to feedback timely and train your reps to adjust their tactics. (Robinson, n.d.).
Using multiple different types of channels to assist customers and seamlessly connecting them through to each is a big part in providing a good experience for the customer. Making sure the customer doesn’t have to explain what they want to multiple different people/channels every time they are connected to a different one is always super important. Nothing is more frustrating than explain your issue to one person to just have them transfer you to a different department and make you re-explain everything over and over again. Omni-channel support lets the customer get the assistance they need quickly and efficiently, thus providing a more pleasant experience overall for both parties. Another thing this article points out is the significance of customer feedback. Finding a way to collect customer feedback and in turn applying it to improve the customer service in the business will help the business grow and keep their customers. Receiving feedback from the users shouldn’t be overlooked and should absolutely be considered if the business wants to keep up with the new demands.
References.
Robinson, H. (n.d.). 9 customer service technology trends to watch. ScreenMeet. https://www.screenmeet.com/resources/customer-service-technology
