As it came to compiling a record of consumer service trends for 2020, naturally the first thing I did was review a few of the predictions created the previous year. The influence of AI in the contact centre was firmly touted, but in 2020, following numerous false starts, artificial intelligence may eventually start to take centre stage in the consumer experience.
In prior years there were numerous efforts to employ artificial intelligence in client support, but outside of some help around the edges–more advanced routing, basic sentiment detection etc., most efforts have failed to earn a significant effect. The majority of individuals who have a problem still wind up calling, after clicking through the annoying IVR menu, then receive their problem solved the old fashioned way: talking to an individual.Read here https://pinngle.me/blog/5-messaging-trends-to-watch-out-for-in-2020/ At our site
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In 2020, brands and the people they serve have a much better handle on the capabilities of smart automation and are now finally putting it to work. The use of this technology hasn't been improved, and it is in the heart of a number of the critical trends which will have a massive impact on the world of consumer support in the upcoming year.
1. Moving deep within a Particular channel – growth of uni-channel strategy to client service So, after covering AI in my debut, this one is a tiny gear shift. It is also at odds with a whole slew of posts (here, here, here and oh too) which champion the adoption of the omni-channel strategy to client support. Basically, it hypothesised your clients are anyplace on all kinds of different stations so that you need to provide support on all of them.
In an perfect world, you'd offer unrivalled customer care across every station with low handling occasions and CSAT scores that are off the charts. When you return to the real world but you realise that is simply not realistic. Is not it better to be a master of a few or at least one?
A uni-channel approach proposes that you identify which channels perform most effectively and economically for you and invest in moving deeper on these channels. It's not just rocket-science however, especially when it comes to messaging, it is a trend I expect contact centers continue to embrace.
2. This could be something that's happening but 2020 is the year that chatbots will grow to be universally more valuable. The advancements in AI and Natural Language Processing imply that robots can be used across a variety of unique software with higher rates of success.
In actuality, Gartner anticipates that 85% of all customer support queries will be handled by means of a bot at 2020. They also predict that you'll have more conversations using a chatbot than you do with your spouse. Nowfor a tech enthusiast like me, that is probably just a bit overly dystopian for my own tastebuds.
3. Humans and bots working collectively It's only natural for human agents to feel trepidation about the introduction of chatbots. After all, they're in a position to support clients 24/7 and do not want a salary. However, the future of the contact centre is both humans and bots functioning in harmony to provide efficient service — all in the name of happier clients.
The most frequent, highest volume questions must be allocated to bots who can solve them without the need for human interaction. This will subsequently relieve agents from the constraints of repetitious service and permit them to use their emotional intelligence to supply a richer, more real experience for the client.
The rise of these machines is well and truly upon us, but they have not got the keys to the contact center just yet!
4. Total customer experiences within social media and messaging apps This isn't always something happening within contact centres, but it is definitely a development that will have an impact on the way that you deliver client services.
Currently, when you consider e commerce you link it to consumers making purchases via websites. However, in 2020, the complete online shopping experience is coming to societal media and messaging programs.
Consumers love using social media, like Instagram to find new goods however, until today, they have needed to leave the app to create a purchase via a web site.
Originally rolled out for consumers to make payments on Facebook; the societal networking giant is set to roll out Facebook Pay for its entire roster of applications such as Instagram and Whatsapp. This will make it possible for manufacturers to present complete shopping experiences within apps: by browsing catalogs and product find, to creating purchases and receiving client service.
As you well know, obtaining a thorough comprehension of the customer travel is crucial to supplying relevant customer support. In 2020, it's imperative that the contact center is aligned with the newest adventures being offered by your own brand.
5. Pre-emptive customer service In an perfect world, the expense of a contact centre is a fairly straightforward equation. You work out the number of questions you receive, how long on average it requires to handle each query and hire enough brokers to keep a steady flow of successful resolutions.
But, I am under no illusions. I understand that as well as having happy customers, the main metric which most contact center managers are worried about is the bottom line. Therefore, what do you do in order to bring down costs? Lowering the number of questions you get is easier said than done, but a pre-emptive approach to client service may be the solution.
We took a look at information from our airline partners and also discovered the three most frequent queries they receive are:"What is my flight standing?" ,"Where's my bags?" And"I'd like to purchase additional luggage". All three of those cases are ripe for automation as they occur within particular timeframes.
Require"What is my flight standing?" For instance. It is not a matter you ask fourteen days ahead of your flight. No, you ask on same day. So, rather than wait for your customers to ask you, why not send them a message about the dawn of their flight allowing them know of its present status?
Let's state the flight is postponed. You can send a further update to make the customer aware of the delay and provide some contact information should they require any further help. You can't always remove the need for clients to get in touch, but you can place them in the ideal direction from the start as opposed to making them navigate their way through various websites and menus to locate the solution they need.
Consider the three most common queries you receive. Is there a way that you're able to handle them pre-emptively?
Multitasking experiences in the heart of our lives Messaging is something which is constantly evolving. Invariably throughout the year, new trends will emerge while others are going to fade. 1 thing is sure however. Messaging adventures, powered by humans and smart robots, are a larger part of our lives than ever before.