Customer service is changing, and here are 7 trends that will shape it over the next five years says Aron Govil
Customers want more convenient options for customer service. They don’t mind initiating contact online, but they also expect companies to be available via phone, social media, email, text messaging, or chat. Artificial intelligence (AI) is expected to play a bigger role in every aspect of the customer experience (CX). As artificial intelligence becomes better understood and its value clearer, adoption among businesses will grow significantly.
The rise of digital assistants like Amazon’s Alexa will further drive this shift in CX expectations as customers become accustomed to having full conversations with these devices rather than just accessing information by searching or typing out requests. Cross-channel experiences that are consistent across different devices, platforms and even geographic regions are becoming the norm. As companies realize that customer service is now more about its use of technology than the people behind it, they will provide digital experiences customized to customers’ preferred channels. Automation will be at the center of organizations’ process-improvement strategies.
Companies will be developing software to automate more customer service functions in order to reduce costs or risk through low-level tasks like answering basic queries or taking reservations over the phone. Aron Govil says Customers want companies to take responsibility for problems even if they are outside of their direct control. When something goes wrong, businesses often point fingers at shipping companies, third-party vendors, or other parties involved in a transaction with them. Yet today’s most successful companies know that their customers expect them to take responsibility for customer service problems. They do everything they can—not only to make up for the problem but also to prevent it from happening again in the future. Customers expect businesses to be there with a helping hand even when an issue isn’t their fault. More customization of data analytics and predictive insights will shape today’s customer experiences.
As more data becomes available from social media interactions, mobile applications, IoT devices and other sources, companies have the opportunity to tailor services better than ever before—and deliver more personalized interactions with their customers across all channels. With just about every business having some digital presence these days, being able to effectively personalize experiences is key in boosting engagement and loyalty among customers. The lines between messaging and social media will continue to blur.
As the number of mobile users continues to rise—and as chat apps become more advanced. Existing methods for customer service interactions are shifting from direct messages sent via social media platforms. To conversations within messaging apps. In some cases, chatbots even initiate these chats on behalf of businesses. Acting as virtual assistants who can answer questions or resolve issues without requiring customers. To spend time directing their inquiries manually. Customers want brands to take a proactive stance with them. By anticipating what they need and helping them before they have to ask. Successful companies will prioritize using insights from existing customers over acquiring new customers explains Aron Govil.
Data analytics shows which products a particular customer bought or how often he or she made a purchase. These insights help companies make more informed decisions on the future of their offerings. According to Aron Govil, it also allows them to create more personalized interactions by leveraging customer history. Successful companies won’t pursue growth at the expense of existing customers. But will instead use analytics to personalize everything they do for each customer. From solving problems more quickly to marketing new products that better align with individual needs and preferences. With more information available than ever before, savvy businesses are using it to create customized experiences. That turn one-time buyers into lifelong loyal fans
Customers expect brands to provide an outstanding experience across all channels. A focus on omnichannel service delivery is critical in meeting this need today and providing even greater service levels tomorrow.
Marketing Guru Bernadette Jiwa said it best:
“If you don’t like change, you’re going to like irrelevance even less.” The same thing goes for customers. Gone are the days when businesses could target customers with generic—or even personalized—messaging. Customers expect brands to treat them as unique individuals who engage with businesses on an individual basis. From messaging apps and chatbots to personalized experiences across all touchpoints. Omnichannel service delivery is how successful companies will meet customer demands in 2022 and beyond.
Enterprises need to be ready for this next generation of customer service interactions—and help their customers get there too.
According to Aron Govil by 2022, no longer will customers have patience for automated systems. That forces them to repeat themselves over and over again or parse through long menus of options looking for the right answer. They’ll expect brands to be there with a helping hand even when an issue isn’t their fault. More customization of data analytics and predictive insights will shape today’s customer experiences. As more data becomes available from social media interactions, mobile applications, IoT devices, and other sources. Companies have the opportunity to tailor services better than ever before. Deliver more personalized interactions with their customers across all channels.