Customer experience has fast become a primary concern for many businesses. To keep up in the fast pace world we now live in companies are transforming the way they see customer service with a growing emphasis on customer experience.
So, what can leadership do to ensure they stay up, stay competitive and stay relevant? Pay close attention to what’s trending in the world of customer service and customer experience. In this three-part post, we look at a few trends you shouldn’t ignore.
Alternative customer support channels are on the rise
Mobile may be big however over the phone contact is being used less and less. Alternative customer support channels like social media, self-service applications and chatbots are all leading the way to improve customer experience.
Customers expect quality, personalized service—on their terms—across the web, social, mobile, and phone. With Microsoft Dynamics 365 For Sales, you can earn customers for life by providing relevant, personalized service—at any time and via any channel.
Personalisation creates a better customer experience
Thanks to technology tracking customer preferences and history has become easier. This has allowed organisations to create a more personalised experience that caters to a customer’s individual needs.
AI is coming to the forefront
This last trend may not be a reality yet however; Artificial Intelligence is coming to the forefront of how a company can create a better customer experience. AI will help companies make better business decisions many of which will impact the customer positively. This technology is set to assist customer support people, becoming an IA , or Intelligent Assistant.