Top 5 Customer Service Innovation Trends in 2021
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Customer service innovation is a key differentiator to deal with competition and disruptions. The concept involves end-to-end integration of all processes for a seamless experience for the customer. With the advancement of technology, companies are heading towards a direction that not only enhances customer experience but also ensures better business performance.
As we adapt to ‘new normal, it’s worth reflecting on key areas of customer service that have evolved, including the emergence of analytics, personalization, and employee engagement. Companies that thrive in an era of rapidly evolving customer expectations need to align their initiatives accordingly. It’s about going beyond short-term goals to building a self-sustaining customer-centric organization.
The remarkable growth we are seeing in the customer expectations is only slated to grow more in the times ahead. The sooner companies focus on customers and align decision-making and strategy, the better chance they have at building a brand that creates a lasting and sustainable impact.
Creating a memorable customer experience is absolutely vital for brands today. By personalized solutions and seamless experience to customers, you’re going to generate more leads, get repeat business, and quickly gain a competitive advantage. This will also help in being prepared for the disruptions.
Below are some of the megatrends that should be focused on while implementing customer service – AI & ML development, UI/UX development, Cloud computing technology.
All these help in enhancing customer experience.
Table of Contents
1.AI & ML Development
One of the best use cases of Artificial Intelligence in business is Chatbots. A chatbot is a computer program that responds to customer queries. Generally, users either mail or call the customer care team with queries. Chatbots interpret the words given to them by a person and respond with a pre-defined answer.
There are many Artificial Intelligence (AI) & Machine Learning (ML) development companies that are experts in this field and provide similar solutions. They convert AI Vision into a reality by applying our intelligence and experience in Deep Learning, Machine Learning, and such technologies. Their Artificial Intelligence Software Development Company comprises Data Scientists, AI analysts, Designers, Full-stack developers, and Software Architects.
Similar to chatbots, virtual assistants allow brands to follow up with customers on appointment reminders and even provide a personalized experience to them.
The most common example of a virtual assistant is Siri or Alexa.
UI stands for User interface and UX stands for User Experience.
UX Development is the procedure of improving the overall experience of the users when they interact with the website or app in order to achieve its objective to provide maximum customer satisfaction. The User Interface (UI), on the other hand, is the process of improving the presentation and the interactivity of the website or app. It focuses on aesthetics i.e. look and feels. Each element like a button, tab, image, etc. is the User Interface of that application.
Users have a lot of options with reference to the products and/ or services you are offering them. Hence, the span of time to grab the attention of your users is less. UI/UX design services are key to customer service. It helps to win consumers’ interest and make them use your website or application compared to that of a competitor.
3.Cloud Computing Technology
Cloud computing technology enables people to use the digital resources stored in the virtual space through satellite networks. It allows people to share information and applications across the internet without any restriction of the physical location of the data.
Read More : “Leveraging Customer Experience Using AI & ML Driven Technologies“
There are three main models of cloud computing services – Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS). These are implemented by a cloud-computing-company
Based on the business requirement, the right platform must be implemented to achieve ‘happy customers’.
4.Net Promoter Score (NPS)
Customers share recommendations with their network with just the press of a button on a social networking site. This is where the NPS or Net Promoter Score, comes in. It’s a customer satisfaction score that measures how likely customers are to recommend your business to others.
To improve the customer experience, collecting and analyzing feedback is very critical. Consistently surveying customers helps identify risks, areas of opportunity, and ways to improve. Thus, NPS helps in aligning customer service strategy in the right direction.
Innovative customer service begins not by simply targeting your customers, but by focusing on internal stakeholders– your employees! They are brand evangelists and customer touch-points. Training and engaging them is extremely crucial and can prove to be a differentiating factor.
Customer service is a primary element in the success of a business. With the advancement of technology and digitization, customers are very well-informed and have high expectations.
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You can easily improve customer experience and offer a seamless experience to your customers with the help of innovations. Listening to your customers plays a pivotal role – be it through offline or online channels. With an effective customer experience strategy in place, and practices to maintain the same, you can easily address all customer concerns. Creating a unique and personalized experience for each and every customer is critical. This paves the way in converting one-time buyers into loyal customers who contribute to repeat business.
Read More : “Benefits of AI Chatbots in Enterprises“
To summarize, organizations need to take advantage of intelligent technologies to deliver the best customer services by focusing on the below parameters:
- Personalized experiences
- Reduce Turnaround time for customer resolution
- Improve and innovate service processes
There are digital transformation companies that provide such solutions as Chatbots, interactive apps, etc. It is important to understand the digital transformation framework and its impact before adopting these solutions.
The impact of artificial intelligence is experiencing across industries. Some of the benefits are emotion-free decision-making, enhanced customer experience, 24*7 availability, etc.
Python is commonly used by developers for implementing AI solutions.