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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.

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 Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from STARTEK

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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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