Sometimes you might have faced situations when you have been stuck waiting to connect with a call center executive to get your query resolved. These days customers are increasingly using multiple touchpoints to resolve their service issues. In today’s digital world, the rules for customer engagement have changed for the companies. Companies are also trying to adapt to these new dynamics so that they can serve their customers well. Customers those who don’t opt to start their digital journey will surely be left behind.
We will talk about few customer services trends that are going to stay in coming years –
- Mobile factor: Smartphones are growing even more powerful with ownership increasing every day. Shoppers are using mobile phones for in store product reviews, compare prices or find locations by making it the new digital hub. Many companies have transformed their entire business and so pushing their customers to go mobile and seek their digital offers and services.
- Social Media: Social medium have become a great platform for connecting with your service provider. Companies have extended their customer service support through face book, twitter etc. and these options have been rising.
- Artificial Intelligence based Chat bots: Self-service tools will be the new service trend in future. Chat bots are conversational agents capable of handling intelligent conversations with human users. These tools help the companies to create valuable data and also provides seamless real time customer service anytime.
- Customer Service Reps: Due to the ongoing pandemic, most of these jobs are handled remotely now with many customer care representatives working from home. Many companies are working with low workforce now and have opened their digital customer service channels for support.
- Live Video Streaming: Many companies are launching new products or may be Q&A sessions by weaving live video streaming into their operations. Without digital presence you might be missing on these things as a customer.
- Personification offers: Companies have started to entice customers through personalized offers through online store or app offers. Your online presence is important to grab these so that you never miss out on anything.
- Chats: Companies also have moved from traditional chats to video chats in terms of customer servicing to engage little more human touch while interaction. For example: Few banks and financial institutions have introduced the video KYC process to make it more convenient for the customers. Also, some of them give you the option to have video chat for Q&A in case you want to connect.
Real time support is the new norm these days as it helps to solve problems quickly, reduces response time and increases your satisfaction level with the brand.