2019 is closing and leaders are getting ready to welcome the new year by preparing annual reports that show how the company performed in terms of KPIs (Key Performance Indicators) associates’ retention, quality assurance patterns observed amongst others. One crucial aspect is to forecast as much as possible how their communities will interact with their teams.
Here are a few trends to keep an eye on as 2020 arrives:
Customer Experience will become bot operated
By including bots on the communication channels of the company, the customers will have the opportunity of resolving basic inquiries without agent support. This will contribute to the betterment of each interaction and strengthen the associates’ empowerment.
Forecasting customers’ behavior with data analysis
In 2020, companies will embrace predictive speech analytics to identify opportunities and deliver a high-touch customer experience
Making Help Centers Easier
Self-help tools are becoming the go-to place for customers to resolve simple questions, and because of this, companies are investing and developing these spaces for the convenience and empowerment of their customers.
Enhancing Customer Experience Through Transparency
Customers are much more knowledgeable than before. They are always eager to know more and more about companies’ services, procedures, reviews, etc., and if you approach each interaction with transparency, you’re going a long way to building loyalty and confidence with your community.
With this being said, the world is in its fastest-paced era, and in order for your business to remain relevant, you must be aware of the various customer service trends that can shape the outcome of your business. Customers demand more now, and to stay afloat you must meet up with these demands.