Everyone agrees that companies that offer the best customer experiences (CX) have much better relationships with their customers than those that don’t, which makes them more successful financially. Since the power of CX is well-known, it’s surprising that many companies still seem to get their customer service journeys wrong. Let’s look through these five digital technology trends and get the best out of them.
New technologies are the key to unlocking better trips. So many people don’t know how to improve customer support because they don’t know how to use new and innovative technology. This is the missing link because new and innovative technology can help provide customer service that is not only efficient but can also adapt to customers’ changing needs and wants. Now more than ever, customers want to feel like the brands they interact with know and understand them as individuals. It’s important for companies to start getting this right.
What good customer experiences have to do with technology
But what are these new technologies that we talk about, and how are they used? According to Gartner’s 2021 Hype Cycle for Customer Service and Support Technologies, there are five key digital trends that organizations will benefit from. We’ll go over them and talk about whether organizations can still benefit from them in the turbulent and uncertain world of 2022.
Trend 1: Digitalizing customer service
Gartner said that end-to-end customer engagement should be at the center of digital customer service. Automation and other digital trends have mostly been focused on small parts of the customer journey in the past. But to really make a difference, the focus needs to be on a lot more than just one thing.
For example, for contact center agents to give customers a good experience from start to finish, they need to be informed, in charge, and never lose sight of the request they’re working on until it’s done. The only way to really make a seamless journey, no matter the context, channel, or customer goal, is to combine technologies. For example, intelligent automation, full CRM functionality, and online engagement services can be used together to make a seamless journey. By using this technology, call center agents will be able to see the whole journey a customer has been on, including the conversations they’ve had, any possible solutions they’ve already received, and predictions about what can be changed or altered to make things better for the customer.
Trend 2: High-tech solutions for the workforce
Existing applications for workforce optimization are usually made to help improve operational efficiency. However, they can miss employee concerns about their health and engagement. As we move away from the old ways of working, this change shows how important it is for employees to have a good place to work.
Implementing advanced workforce management solutions is a gamechanger because it helps not only to improve operations but also to understand what employees need to improve their skills, abilities, and knowledge. These solutions provide data that can be used to help teams improve individually and give managers the tools they need to manage their teams as a whole.
Trend 3: CX and engagement hubs
Good customer experience is still based on proactively engaging customers and making sure interactions are relevant to the customer’s journey as a whole. This won’t change. It’s also something that customer engagement hubs make possible by connecting different systems.
At SSCL, for example, we have a myHub solution, which is a one-stop portal where users can quickly access guidance, knowledge, and data in real time. It’s been a huge success, with about 75 percent of our customers using myHub every month. But the journey shouldn’t be over here. Organizations that paid attention to the Gartner hype cycle and set up customer engagement hubs need to make sure they keep adding new features. That’s the point of these hubs and the key to their success and longevity.
Trend 4: Communications Platform as a Service (CPaaS)
Gartner said in its hype cycle that CPaaS would be the next step in the future of the contact center, going beyond omnichannel and giving customers the freedom to interact wherever they want, on whatever terms and channels they want, and it was right.
CPaaS definitely gives customers full control over all of their interactions with a business.
By adding CPaaS to their CX strategies, companies can build and use journeys that give users the freedom to choose their preferred channels while making sure that the right solution, resource, or content is delivered.
Trend 5: Analytics for customer service
Even though customer service analytics aren’t new, Gartner said they would become even more important for companies building service ecosystems, which is a trend that is quickly becoming more important.
Customer service analytics is the study of how users feel wherever and whenever they use a service. It’s not enough to be able to talk to them or bring services to them. It’s also important to know how they felt about the experience and what can be done to make it better next time. It’s also important to understand each step of the journey from beginning to end, not just to focus on getting a good result at the end.
By using analytics to figure out how a user gets from the beginning to the end of a process, companies can improve their CX strategies for the future.
Making sure that customers’ expectations are met
When it comes to improving the customer experience, the above five digital trends are not the only ones that can be used. In fact, there are so many other new technologies that can be used. They are, however, important reminders of how important it is to stay ahead of the curve and spot digital trends when they are just starting out if you want to close the gap between what people expect and what they get.
To stay ahead of upcoming digital trends, businesses need to get started on digital innovation early. At SSCL, we’ve already invested in and used the five technologies listed above, so we’re already ahead of the curve. Companies can’t start to give customers the seamless experiences they now expect until they start to use digitalization early on.