These trends are the result of researches, studies, analysis, and speaking to a number of experts in the field.
Freshworks is an online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster.
As a business owner, here are the 8 CX trends for you to focus on this year:
Make customer service your competitive edge
Your business needs to revolve around your customers. If you operate on the framework that customers are always in the way, it’s time for that change.
For you to excel in 2020, the customer needs to be at the centre of your business strategy.
It’s not enough to just realise this but also implement it in your organisation.
According to Freshworks, the change in behaviour should start at a strategic level and cascade down the organisation.
Multiple channels, single journey
Customers want all the information to be found in one place.
This is why your business needs to focus on giving customers a seamless omnichannel experience in 2020.
Customers can approach you in a many different ways; using phone, email, social media and so on.
You want to make sure they don’t have to introduce themselves over and over again and repeat their problems. That’s frustrating.
9 out 10 customers expect seamless omnichannel experiences – Freshworks
“Unify your communications across channels into one continuous conversation with consistent service experiences,” says Tuneer Malik of Freshworks.
Powerful alone, stronger together
Your team needs to work together instead of operating in silos.
As the business owner, it is also your responsibility to make sure your team members have access to tools to make it easier for them to communicate and keep each other updated.
“It is essential that your support team has the tools to seamlessly bring all hands on deck when it needs to,”
Lead the way with self-service
In 2020, customers want to feel self-sufficient. When they have a problem, they want to be able to find the answers by themselves.
This can be achieved with the combined use of chatbots and knowledge-based articles.
Training or informational videos can help too.
81% of customers across all industries take care of matters themselves before reaching out to a live representative – Freshworks
Happy employees, happy customers
As Richard Branson once said, “Take care of your employees and they will take care of your business.”
That still holds true until today.
Happy employees are key to creating customers for life.
Employees who are empowered and equipped with thee right tools and technologies will be able to better serve customers.
Personalise, personalise, personalise!
In 2020, customers are no longer intrigued by generic greetings, promotions and product recommendations.
They receive a ton of emails and text messages every day. The only way you can stand out is by personalisation.
In fact, a study quoted by Freshworks showed that 48% of customers are willing to wait longer for a personalised service.
Make services faster and simpler with AI
Artificial intelligence (AI) is key in delivering round the clock customer service.
When you’re competing with a lot of businesses out there, you don’t want to tell customers that you’re unavailable and or put them on hold for too long.
Adopt the use of AI and other technologies to automate processes, augment humans and simplify experiences.
Forget the complex, go back to basics
You’re encouraged to make use of AI and other technologies to provide a seamless customer experience in 2020.
But that doesn’t mean you invest in 20 different softwares and complex tools. That will only make life more difficult for you and your employees.
Keep things simple. Do some research find the best tool that can satisfy your business needs.
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