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4 Customer Care Technology Trends All Enterprises Should Note

Never underestimate the importance of customer care — it's the lifeblood of any successful enterprise. In fact, 90 percent of American consumers say the quality of customer service is a deciding factor when it comes to doing business with a potential company, according to American Express.
With that in mind, let's look at four customer care trends that an increasing number of corporate enterprises are adopting.

1. The Integration of CCaaS

Contact Centre as a Service (CCaaS) is a cloud-based call centre software solution that allows business owners to harness the power of a third-party contact centre — and they only have to purchase the tech they actually need to deliver top-quality customers service. CCaaS provides the tools necessary to deliver a personalised customer experience across every channel.

2. The Rise of Messaging Channels

Interestingly, the cloud-based contact centre market has seen a massive shift towards chatbots, artificial intelligence and interactive voice responses. Businesses are fiercely competing with one another to provide the best possible consumer experience. From what we can see, it seems like customer service channels like chatbots are one of the many ways entrepreneurs can step up to the plate.
Don't believe us? This is what the stats have to say: 51 percent of customers say companies should offer around-the-clock customer support, and 45 percent say they don't care if it's with a live agent or a chatbot, just as long as they're getting good service.
That's certainly something to think about.

3. Cloud Migrations and Strategies

PR Newswire predicts the demand for cloud-based contact centres will grow exponentially from now to 2022. So, the pressure is increasing for businesses owners to bite the bullet and follow suit. If you're considering a cloud-based system, ensure the migration process is a smooth one by asking yourself the following questions:
  • Which elements of the contact centre do you want to move to the cloud?
  • While you're switching things up, what can you do to improve the customer journey?
  • What (if any) new skills do you need from your contact centre agents to ensure your business benefits from this cloud-based solution?
It's imperative to plan; otherwise, you run the risk of headaches and complications further down the line. So, as tedious as it might be, take the time to prepare your team for the switch over.

4. Open Digital Channels

In the last few years, we've seen a massive push towards digital customer experience, the interactions that occur on online platforms like website and social media profiles.
Studies by McKinsey and Company highlight that the future of customer service is e-care. So, if this is something your business lacks, now's the time to rectify that. Digitised customer support can boost consumer satisfaction by as much as 33 percent and cut costs by a whopping 25-35 percent.

The Key Takeaways

To improve the quality of your business' customer care, you'd be wise to adopt these four tech trends. Take some time to find the best CCaaS for you and get a migration plan in place to ensure the switch over is a smooth one. Try to find a solution that integrates messaging channels like chatbots, and if you haven't already opened up digital customer support channels, do so. By heeding the above advice, you're bound to improve the experience you offer customers, and therefore, boost overall customer satisfaction.

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