5 Trends Impacting Customer Experience

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Customer experience is more important than ever. While brands that focus on getting an excellent service are immediately rewarded, a poor customer service highly damages companies: disloyalty, bad image and loss of money are some of the serious consequences. Because of it, according to Forrester, 72% of businesses say improving customer experience is their top priority

Some challenges present an opportunity to add strategic value to your business. Let’s see five trends that can help you to maximize the benefits of a good customer service.

Personalization

Track customer preferences is easier thanks to technology. Big data can offer a lot of information such as personal trails, demographic information, psychographic details or interaction history that serves to personalize the customer journey. A good use of data allows to keep up with customers’ expectations.

Internet of Things

More and more devices are embedded with the ability to engage users. By 2020 it is expected to be 50 billion connected devices globally. IoT has the potential to help companies to speed up response time and to make the access to customer service more convenient and easier.

Cloud-based platform

The Cloud is not broadly known by companies yet, but its adoption is expected to grow rapidly. A wide implementation will alter the way companies operate. It will impact on deployment of most advanced communication software, handle of upgrades and data management.

Convergence

The lack of new channels can make your business lose money. Contact Centers have to add new value, for instance, by merging telephony and internet services. WebRTC technology, which turns the browser into a voice or video telephone, opens new opportunities.

Omnichannel

A true integration between channels will make the difference on customer experience. This approach offers the ability to have a continuous experience, eliminating the need to repeat an issue with every interaction and, therefore, saving customers’ time.

If you want to know more about trends to improve your customer service, we can help you. Visit our web page or contact us at Interactive Powers

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