3 CX Trends that Should be on Your Radar in 2021
Customer experience is now the cornerstone of successful companies in the future. As the demand for e-commerce continues to rise, companies’ digital strategies are struggling to keep up. According to Gartner, only 13% of customers report that a company had reached out to them proactively.
goMoxie’s Vice President of Marketing and Sales Operations, Tara Sporrer, recently shared why it is imperative for brands to evaluate and improve their customer experience strategies in a MarTech Series article titled, “Three Trends Transforming CX In 2021”.
“By offering proactive guidance that delivers the right information to a customer at the right time, level one questions can be anticipated and resolved before they even become customer service issues. Finding these potential problem points in the customer journey from product selection, to transactions, to post-sale support and password resets can help elevate the customer experience without the need for human intervention,” she said.
Here are three ways you can transform your customer service this year:
1. Offer Proactive Contact Deflection
When it comes down to it, not every customer service question demands an in-person response. Not only does this time spent resolving lower-level issues zap time better served helping more advanced problems, but it’s oftentimes not advantageous for general customer experience. Giving customers the tools they need to resolve their own issues can present a more streamlined experience that provides vital information to customers when they need it, without having to interact with a human, or even a chatbot.
2. Provide Support to Chatbots
Our recent survey revealed that 22% of respondents had a positive impression of chatbots. Further, 60% expressed that chatbots don’t communicate their issues effectively. With such low satisfaction numbers, it really is a surprise that companies continue to rely so heavily on chatbots.
So what can you do to prevent customer frustration? Consider layering proactive guidance in front of your chatbot. By offering up snippets of information to help customers make informed decisions, businesses can address repetitive inquiries before a customer even has to reach out, saving chatbots for interactions where further self-service is needed.
3. Fuel Self-Service with Artificial Intelligence (AI)
It’s time to evolve with the demands of customer queries by leveraging more-advanced AI to fuel the customer insights needed to effectively understand customer service issues and proactively offer recommendations on how to resolve them. Advanced AI can help you better identify where your customers are struggling and then enable you to take the critical next step of guiding your customers through those friction points.
By guiding your customers through their journeys online, learning from their frustrations, and adapting to their needs, you can increase customer satisfaction and loyalty, all while freeing up valuable customer support bandwidth to deal with higher-level concerns.