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CX Trends That Will Continue to Make an Appearance in 2019 - STARTEK - ContactCenterWorld.com Blog

CX Trends That Will Continue to Make an Appearance in 2019

In 2018, consumers have tons of options when it comes to connecting with brands, including interacting through digital and social channels as well as through artificial intelligence (AI). No, chatbots did not completely take over the world, but we think they are here to stay…at least for now. As brands look ahead to 2019 and beyond, they will continue to face the ongoing challenge of creating lasting, positive interactions with consumers. But to do so, brands need to avoid silos and develop strategies that integrate both human and artificial intelligence. We believe both strategies will continue in 2019 and beyond because ultimately neither one will replace the other. What else is on the horizon? Here are three trends to watch for in the new year.

Trend #1: Social Gets More Personal

A personalized experience is no longer considered a luxury when it comes to digital customer support – it’s an expectation. Now more than ever, consumers want a real human interaction and the feeling that brands understand and know what they want. One way this is being achieved is through the use of messenger apps. It’s predicted by 2021 there will be more than 2.4 billion messaging app users worldwide. So how do you achieve personalizion through a messenger app? Through two-way dialogue and the use of emojis to give the conversation a casual tone. The modern consumer craves interactions that are tailored to them and for brands to know when to approach them and when to stay away.


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Content continues ….

Trend #2: Quick Execution

As consumers evolve so do their needs. Consumers want an instant answer to their questions, no hassle refunds, and on the spot discounts before they complete their shopping cart. Reward programs, free and same-day shipping, and in-store pick-up are all incentives consumers view as quick execution, instant gratification, and a healthy respect for their time. Leading brands in this area are also making investments in disruptive technology solutions to more quickly connect with consumers. This includes utilizing augemented reality, which gives consumers an accurate predicton of what they can expect before purchasing a product – saving them time, money, and the hassle of a return. Brands who are able to deliver that instant gratification and fast service may find themselves leading the pack in 2019.

Trend #3: Chatbots & Human Interaction

Artificial intelligence (AI) to date has primarily been in the form of chatbots, self-service, and delivering convenient assistance to customers for simple transactions. Chatbots allow brands to provide 24-hour cost effective support. Even though chatbots didn’t take over the world this year, they aren’t going anywhere. In a recent survey, 15% of American adults have used a chatbot within the prior 12 months. So, what’s the perfect storm for CX when it comes to chatbots and dialogue? Authentic human conversation is once again valued as an essential component of customer relationships. This means brands need to create strategies that integrate both artificial intelligence (AI) and human interaction. Focus on human conversations and create spontaneous interactions that build rapport, trust, and satisfaction through both AI and human response.

Brands that successfully adopt personalization and convenience across both human and artificial intelligence channels will be in the winners in 2019 and beyond. Welcome to the new norm.

Check out our recent case study on how we use the Science of Dialogue to improve brand interactions in a world filled with technology.

Source: http://www.startek.com/news/customer-care-tends-continue-2019

Publish Date: November 29, 2018 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from STARTEK

Recent Blog Posts:
Prepping for one of the largest shopping events of the year – are you ready?July 11, 2019 5:00 AM
Improve Patient Trust Through DialogueMay 30, 2019 5:00 AM
Hello! How May A.I. Help You?January 24, 2019 5:00 AM
Going Back to the Future with Human Connection in 2019December 6, 2018 5:00 AM
CX Trends That Will Continue to Make an Appearance in 2019November 29, 2018 5:00 AM
Black Friday, Small Business Saturday, Cyber Monday - Is your Customer Service Team Ready?November 8, 2018 5:00 AM
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