5 Customer Support Trends That Are Effectively Transforming CX
Major companies have stepped up their game on Customer Experience(CX). Amazon has a positive reputation for ensuring that online merchants satisfy their customers. Those that ship fake or damaged items lose their privileges quickly. You can also improve your services by keeping up with the following trends. These trends are vital for businesses to maximize CX both offline and online.
1. Foster communication across multiple channels.
The smart omnichannel approach is an excellent way to engage customers for days and weeks. As one of the leading customer support trends, it refers to communication through multiple platforms depending on convenience.
For instance, a customer shouldn’t be put on hold until they get to a computer but interact via chat functionally on your website. Have a mobile-optimized website that supports online chat. Omnichannel communication doesn’t just entail providing a list of support options. They have to be integrated so that transitioning between them is effortless. Omnichannel support allows customers to choose the most appropriate platform to contact customer care agents. If your customer wants a simple question answered, then they can use SMS or chat.
In other specific scenarios, the customer would want to send attachments for your support agents to review specific information.
Omnichannel support is more important than ever. Studies show that 70% of customers believe that connection to a business is necessary to stay loyal to the brand. – Salesforce
In addition, more than 80% of customers are willing to surrender their personal information to businesses if it leads to better connection.
Here’s some of the benefits of an omnichannel experience:
> Customers have more choices.
> There is an improvement in customer retention and sales.
> It caters to a broader audience.
> Makes it easy to collect data.
> Leads to greater customer satisfaction.
2. Greater Focus on Mobile Customer Support Trends
The huge shift from desktop to mobile computing has inspired many big companies to focus on smartphone experiences. In fact, businesses that don’t have an app or a website optimized for mobile will be left behind.
Customers these days use mobile devices to handle most of their daily interactions, banking, shopping, planning and entertainment.
Now the customers have an easy time as they can log into the company’s app so that their profiles pop on the contact center agents’ CRM platform. It allows the support team to make a call for the matter at hand. This approach saves time and leads to better customer engagement. A positive mobile User Experience (UX) is important as it leads to higher customer satisfaction and maximizes sales.
3. AI Integrations
It is one of the top customer support trends which most businesses should focus on. Some companies have integrated AI into their marketing, communication and customer support functions. The most popular implementation of AI is in chatbots which can handle contextual questions.
Another great advantage of having the chatbot is allowing customers to operate on a 24/7 basis. A business doesn’t have to have customer support staff working at night when AI operations can handle most interactions very well.
The concept of Artificial Intelligence Customer Experience (AICX) has been implemented by some businesses. It involves leveraging deep learning, machine learning and natural language understanding to streamline the CX.
AI can transform your business fast while helping you remove unnecessary costs. Here are a few benefits of implementing AI :
1. AI yields hyper-relevant digital ads.
2. It produces personalized search algorithms.
3. Customers can find cheap prices using AI.
4. AI delivers immediate answers to customer queries.
5. AI can anticipate and prevent issues impacting CX.
Implementing AI doesn’t have to be resource-intensive. The tech allows partial deployment in specific aspects of a business. You can start with customer support.
4. Social Media Engagement
Social media has a wide and huge role in businesses, with the most crucial one being the maximization of sales through more engagement and conversion.
Other key benefits include:
1. Defining brand identity.
2. Creating stronger customer relationships.
3. Linking peer businesses.
4. Communicating with customers.
Utilizing Accordia OMNI to deliver results.
Organizations are increasingly engaging in benchmarking efforts to measure customer experience. It is a primary factor in guaranteeing customer satisfaction and high sales volume. Businesses can ensure they understand and deliver according to customer needs by recognizing and tapping into top customer support trends.
It requires businesses to recognize the role of mobile centric-marketing and communication. This businesses need to integrate AI into their customer support function too. In addition, it’s necessary to support omnichannel functionalities.
You and your team need to present an all-in-one comprehensive digital CX solution that delivers tools to maximize customer support trends, lowering cost operations and thus making your customers happier in the long run. Discover how Accordia OMNI can help you achieve.
Source: https://www.customerexperienceupdate.com/edition/weekly-customer-success-rewards-programs-2022-05-28?open-article-id=21665775&article-title=5-customer-support-trends-that-are-effectively-changing-customer-experience&blog-domain=helpware.io&blog-title=helpware
