Over the years, the quality of customer service has reached new levels with more and more and businesses realizing how important a happy customer is. This awareness created the “Customer Experience” concept and this concept is what will shape the future of customer service in the years to come. Let’s look at some of the hottest new trends that will shape the customer service industry in 2017.
Virtual reality is very real right now and here’s how businesses are using this technology to up their customer experience game. eBay recently partnered with Australian retailer Myer to launch the world’s first virtual department store where customer can view products in 2D or 3D. They even introduced a featured called Sight Sear which enables the customer to select a product by holding their gaze on it.
The millennials are now the largest generation there is and their customer experience is more of a social one. Growing up with technology has created an extremely tech savvy generation. They are constantly online posting videos, pictures and reviews of what they eat, where they go, what they wear and their experiences with almost everything. This very social behavior impacts those who serve the millennial generation as they tend to make joint decisions collectively. Businesses need to be familiar with the needs of the millennial generation and provide customer support technology that is intuitive and fast if they are to keep the customers happy and coming back!
Consumers expect all companies to provide a Zappos quality customer service and Artificial Intelligence can help meet those expectations but not all consumers prefer the robotic service. AI may be able to answer questions faster but they inevitably will be stuck on more complex issues. The current bot mania is bringing about a technology that will not replace but support a human employee. Enter the cyborg – a machine that will filter questions posed by customers through a database and provide the human employees with a list of possible answers. The employee has only to select and hit send!
Mobile CRM is on the rise and 2017 will be the year we hear a lot more of it. Data obtained from a Gartner survey and the Strategy analytics for year 2015 suggest a surge for mobile CRM. However, businesses no longer want mobile CRM to be just another extension of the app or software. They desire fully functional mobile CRM platforms. 65% of sales reps who have adopted mobile CRM have achieved their sales quotas. While only 22% of reps using, non-mobile CRM have reached the same targets.
Omnichannel support is definitely making its mark in 2017 as customers prefer a more seamless interaction to get what they desire. While multichannel support lets customers access the support they need via various channels, Omnichannel support is a set of touchpoints on one single extremely efficient channel. Imagine a customer navigating your website to find your contact number but cannot, and feels like email is not her preferred mode of communication. She will walk away with a not so positive experience of your brand. For example, Chipotle provided their customers with an app they can use to place orders in advance for pick up ensuring their customers get their food faster.
2017 is going to be the year of the customer! Customer experience is here to stay and it’s only going to get bigger and better. Companies need to stay on top of their game to provide the kind of customer service the customers know they deserve and they aren’t about let you take it easy.