The customer service technology market is constantly business account changing, reflecting new customer demands. Therefore, it is important to adapt to the new situation in order to win new customers and maintain the engagement of your active customer base.
These trends are based on studies, market analysis, conversations with other professionals in the market and the experience at Globalbot at Rio Innovation Week, which took place between January 13th and 16th, 2022.
What are macro trends?
When we talk about trends for chatbots and customer service, we have in mind some movements that the market has already started to adopt for some time country wise email marketing list and that still continue to influence the next paths, such as digital transformation and the era of Customer Experience (CX) .
Digital transformation intensified with the onset business account of the COVID-19 pandemic in early 2020, when services that were highly dependent on physical spaces were forced to find a new way to sell and interact with customers remotely. The most appropriate medium was digital, which still provides adequate access for most people to find what they want.
It has been 2 years since the beginning of the pandemic and digital media still occupies a large space in companies’ strategies. However, as this process pricing and plans has only evolved over time, some trends have become the new normal and, now, the novelty is the intensification of some aspects of these trends that had a prominent use.
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And from now on?
1. Chatbot is already a communication standard
It is no longer necessary to educate the market about what chatbots are . Most people already have a brief knowledge of this tool, or at least have used it when contacting a company.
At the same time, chatbots are becoming south africa numbers increasingly human. This does not mean that they “trick” users by pretending to be human. However, this tool can now deliver quality service in all interactions, in addition to facilitating the process of standardizing service.
The chatbot helps to understand processes, evaluate the user’s journey, and also measures customer service. With this data, it is possible to implement constant improvements and enhancements.
2. The era of customer experience
We are experiencing the beginning of a new era: the era of experience. A new way of buying and doing business. So if the consumer is showing themselves differently, how can you show yourself differently to them?
We need to engage with the diversity of behaviors and new consumer journeys. We need new tools and new ways to connect with these increasingly demanding and informed consumers. The use of chatbots increases the quality of the Customer Experience (CX) since:
Chatbots are perfect for consumers who expect business account instant responses, often in less than 30 seconds.
Chatbots are available 24/7 to interact with consumers, answering questions and providing support.
There are several functionalities for the work of chatbots and they are easily scalable during peak service periods, answering the most frequently asked questions and, in more complex cases, triaging for human service.
3. Productivity in customer service
How to provide good customer service? In addition to tools, such as a complete platform and chatbot support, you need engaged agents! With this combo, you can increase customer service capacity and reduce errors.
According to Chatbots Magazine , companies can reduce customer service costs by 30% by using a chatbot. Helping the productivity of the customer service team is increasingly important and relevant to achieving results.