2 min
During the past year, the rapid growth of artificial intelligence applied to the adoption and expansion of different digital channels such as messaging, chat and others, gave a strong impetus to the process of digital transformation of companies.
But today, it is essential to generate effortless experiences for customers that lead to efficient and efficient self-service, intelligently integrating the human component in key moments, such as the fastest way to control costs, balance business needs, and go beyond the traditional voice contact center.
On the other hand, technology is becoming more intelligent, more economical, and faster, while providers offer solutions that are increasingly flexible, scalable and easy to test. Faced with this uniformity, an exhaustive report reveals the ten key trends that every company must observe when hiring a supplier if it wants to improve the experience of its customers:
- Smarter self-service options capable of pushing effortless experiences and responses in seconds, not minutes, which demands Millennial generation, already superior to the Baby Boomers generation.
- Cohabitation of the chatbots and the people in the contact center to offer a better customer service.
- Better integration of all communication channels, traditional and new, to offer a comprehensive, personalized and effortless customer experience.
- More and better analysis of the clients in order to know them better and to create a contextual knowledge base that can be used by both agents and clients, to predict the correct answer based on the data, the situation, the location and the Needs of that particular client. The end result will result in faster responses, greater problem resolution, less customer effort and, therefore, more satisfied customers.
- Real-time control panels that increase customer awareness and make it easier to proactively identify a public relations crisis, capture new ideas, detect trends, and ultimately customize engagement with the customer.
- On-the-go customer service strategies to respond effectively to increased mobile convergence.
- Hiring of real professionals in the analysis of data to build and implement the most appropriate digital strategies.
- Virtual reality and augmented reality to generate more interactive and higher quality customer experiences.
- Greater presence of Artificial Intelligence (AI), automation and automatic learning, especially in strategies for analysis and promotion of proactive customer service experiences.
- Enhanced integration of digital voice assistants such as Apple’s Siri, Amazon’s Alexa, Google Assistant, Microsoft’s Cortana or Nuance’s Nina, into trading and customer care experiences.
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