4 Customer Care Technology Trends All Enterprises Should Note
- 16 Oct 2019
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 CCaaSContact 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 ChannelsInterestingly, 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 StrategiesPR 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?
4. Open Digital ChannelsIn 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.