Big Data

4 Trends that Improve the Customer Experience

When customer service teams want to differentiate themselves from the rest, they focus on improving and optimizing the customer experience. Companies are more than willing to go above and beyond for the sake of meeting and exceeding customer expectations. Here are four trends that will help distinguish your contact center.

Relying on Artificial Intelligence

Artificial intelligence (AI) is everywhere, from video games to the automobile industry. Customer service has been impacted by the increase in AI, too. This technology can be used to chat with customers about easy-to-solve issues, which frees up live agents for more difficult and complex matters. Automation with AI can reduce customer wait time, interact with customers and collect important data for the contact center to later analyze.

Implementing an Omnichannel Strategy

One major gripe that customers have is repeating themselves to various customer support agents in order to get an answer or have a problem solved. Channel integration isn’t the same as omnichannel service. Today’s companies can’t just respond to a customer, they have to know as much as possible about the customer and their problem beforehand in order to provide customized, relevant support. Customer service requires empathy and a human touch in order to connect meaningfully to the customer.

Analyzing Big Data

While much of the customer experience is about interaction and communication, big data still has a pertinent place in understanding customer behavior. Big data can actually help the contact center connect on a more personal level with customers. There’s so much information that can be tracked now, from customer behavior at every point of the journey to customer preferences regarding any number of attributes. Data helps customer support do things like figure out what a customer is going to want before they even ask for it and determine the best way to reach a customer on the channel of their choice.

Providing Real-Time Communication

Using things like AI, which can automate several processes, and ominchannel strategies, which can cut down on the length of time it takes to solve a problem, gives customer support agents the extra time to handle some queries personally. Real-time communication, specifically via mobile and social media, is in demand, especially by younger generations who are used to communicating in these ways. Being able to provide immediate support improves the customer experience and builds trust in customers.