Tech Trends That Will Drive Customer Service in 2019
2019 is upon us and now is a good time to take a look at what the next year could bring in the world of customer service. It is worth noting that, while technologies change and become more sophisticated, a few things stay the same – the majority of customers who switch brands do so due to poor customer service, and customers usually prefer to speak with a human when they have a problem.
As customer habits and tastes become more complex and sophisticated, and the data available to brands become more accessible, we can already see a few new trends emerge this year:
- Customer experience becomes more personalised – customers believe and have become more accustomed to the idea that brands have access to their data, and so will be comfortable with increasing personalisation of their customer care and brand outreach. 71% of customers were frustrated by impersonal customer experiences in 2017 and this number will only grow. Customers will expect brands to know and understand them, and promote relevant, timely products and services.
- AI and RPA will make customer service better – CX technologies like Artificial Intelligence (AI) and Robotic Process Automation (RPA) will continue to combine, speeding up customer service and not only make it more efficient but make it better. The ability to bring together disparate sources of information in one go will provide human customer service agents with the tools to quickly and accurately address a customer’s query. For the customer, this will mean less time on the phone being transferred between departments.
- Customer service will become more predictive – the wider availability of Big Data, along with the analytics technologies that accompany it will allow companies to increase their understanding of customer behaviour. This will enable companies to predict issues and customer patterns further in advance or in real time. This in turn will allow firms to implement initiatives that improve customer service and satisfaction. For example, potential product defects will be rectified quicker, with affected customers proactively contacted much sooner.
We could also add to this the continuing emergence and sophistication of chatbots, and their acceptance by customers as a useful, helpful means of customer service. Ultimately, those companies that understand the omnichannel nature of today’s customer service landscape will be able to attract and retain customers at a higher rate, simply by providing what the customer really wants – fast, efficient and effective service.