With the new year in front of us, many business owners and managers will be aiming to meet new goals and objectives, as well as planning how they can drive growth and profit as we move through 2019.
With the customer experience (CX) playing a significant role in the success or failure of modern business, customer service is now key. In fact, according to a Gartner study, 89 per cent of businesses compete on the level of customer experience they offer alone.
In a saturated market customers are no longer looking for superior products or services, they know that competitor companies are likely to offer a similar product so they are now looking to the customer experience as their deciding factor - that includes aspects such as superior customer service, ease of communication and self-service tools.
Advantage Communications has created a list of the four key trends in customer service, and how they can transform your customer experience in 2019.
1 - Focus on employee happiness
In a business world where excellent customer service is the key to a successful business, there is a significant connection between the happiness of your customer service representatives and the happiness of your customers.
Happy customer service agents will both enjoy and be engaged with their job, and this is good for two main reasons - they build better relationships with their customers while also being able to provide a more knowledgeable and efficient service.
As a result of these benefits, happy agents will become brand ambassadors of your business. They will be entirely immersed in your brand and what it represents, offering proactive customer service that goes above and beyond the norm.
2 - Business decisions that are driven by data
By using innovative new technology to collect data on your customers, and using that information to create customer-focused and personalized customer service programs, you can gain a head start on your competitors.
Through the collection of data you will be able to collate a range of data on your customers that allows your company to offer a personalized service, and, as a result, deliver an experience that your customer is looking for.
3 - Artificial intelligence is essential
Artificial intelligence (AI) is now an essential element for any company’s approach to customer service, but that doesn’t mean we are replacing humans with machines. AI technologies, such as chatbots, machine learning and natural language processing, are merely providing customer service agent’s with the tools they need to provide better service and resolve more detailed queries.
These contact center AI technologies will allow your company to predict anticipate customer queries, predict what they’ll want to talk about and provide omnichannel support and self-service for customers. These all create an enjoyable and easy-to-use customer experience.
4 - Using real-time data for accurate and timely customer service
Real-time visual operational intelligence is a new trend in contact centers, and is the next step in accurate and ‘in-the-moment’ business decisions. By providing customer service representatives with real-time data, you will be giving your customer service agents with actionable information that they can use to resolve a customer query on the spot.
Considering customers now want answers immediately without being kept on hold, this is highly important. Real-time data can help agents resolve customer queries accurately and timely, and that reduces customer effort.
With more than 20 years in the contact center industry, Advantage Communications is transforming companies customer service through the implementation of innovative new technologies that drive better results.
For more information about how we can bring your customer service into the 21st Century and revolutionize your customer experience through new technology trends, contact our team of experts today or click the link below to read our complete ebook on technology trends in 2019.