Every company leader can agree that customer service can make or break the business. According to a 2020 Customer Expectations Report, 84% of consumers go out of their way to spend more money with a brand that creates great customer service experiences. Delivering excellent service should be a top priority, but it’s not an easy task. Competition is steep and customer expectations are continuously evolving. Analysts, including findings from Glady’s 2020 report, outline several customer service trends companies need to be aware of, including:
Because of these trends, companies are investing heavily in contact center technology. More than giving customers more ways to engage, today’s contact center solutions help organizations deliver a real omnichannel experience. It’s about creating hyper-personalized experiences and offering seamless support across all channels – phone, email, chat, SMS message, social media, etc. A business can increase brand loyalty and customer engagement by taking these steps. Agents also benefit from having context about each customer right at their fingertips. Managers can use analytics about customer interactions and response times to make tweaks and improve processes.
Contact centers are also getting extremely high-tech, with advanced features that go way beyond omnichannel and efficient support. What are they? Let’s explore.
Thanks to these advancements, the contact center continues to be an integral part of cultivating strong brands and delivering personalized customer experiences. Want to upgrade your contact center in 2021? Do you have questions about communication options or other technology challenges? Call or email us. We can help you get more out of your current contact center solution or assist in making plans for the future.
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