With 92% of consumers expecting to continue to contact customer service at or above pandemic-era rates, we are facing a future where companies that aren’t customer-centric will have a hard time surviving. This is why companies must keep up with customer service trends so that they’re able to cater to these evolving customer needs.
The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.
The world has had its share of crises in the last few years from a health pandemic, political tensions, climate change, humanitarian risks, economic downturns, to technological disruptions and demands. As with any crisis, those who embrace it as an opportunity emerge as leaders. In tech, the rise of Generative AI and launch of ChatGPT disrupted the industry overnight, accelerating digital transformation investments and the adoption of Conversational AI.
As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.
A good customer service strategy can be extremely rewarding in the age of soaring customer expectations. People love to publicly acknowledge when they’ve had a memorable customer service experience. On the other hand, poor customer service can make them forget all the good experiences your company has offered. Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.
Call center agents are often asked to do the impossible: Make every customer happy—while struggling with slow tech, increased workloads, stress, and burnout. Thankfully, many in the world of CX are discovering how to spell relief: AI. According to “The New CX Priorities,” a new industry report from Freshworks, CX leaders must treat customer support as a strategic function with far-reaching impact across the organization.
According to Freshdesk’s Future of CX report, the pandemic has forced consumers to adapt to digital channels. While the consumers of 2023 prefer digital-first experiences, they expect service providers to keep up with quality customer service across channels. As companies revisit their customer service strategy, they can take a leaf out of companies that get customer service right.
Service teams have lots on their plates right now, and customers expect seamless, instantaneous customer support. And while AI can certainly be used to make support agents' lives easier, it's too difficult to implement without an army of developers and accruing high costs…right? Not quite. Zendesk has made AI tools that are accessible to companies and teams of all sizes.
Customer expectations are changing – shoppers want instant answers to their questions at any time of the day. More importantly, they expect their interactions with customer service teams to lead to a resolution. No friction, no bumps. Technology is changing, too. AI has never been more available, and bots are more sophisticated than ever before. That's why businesses are looking for ways to introduce bots in customer conversations.
