New technology and higher customer expectations are rapidly changing the game for customer service and the customer experience. The short version? Digital is taking over and customers want more, faster. If you want to meet the needs of your customers and stay ahead of the competition, then, you have to prepare for these changes and understand how they will impact your business and your job. Let’s break it down.
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes, is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the intersection point of the two, you can learn a little bit about what customer experience trend lines might look like this year. Let’s dive deeper.
Once upon a time, interpersonal interaction was the key to many successful business strategies. But today, things have changed. People’s first demand isn’t interpersonal interaction—it’s convenience.
From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices to checking in at the airport. Where there’s a will, consumers want a way, and that includes procuring their own customer service.
Bill Colleran, AnswerDash CEO interviews Bart Mroz, Head of Brand Experience at SUMO Heavy Industries, a digital ecommence consulting firm.
I recently connected with Bart Mroz, Head of Brand Experience at SUMO Heavy Industries to hear his insights and learn what trends he predicts for chatbots. Check out the interview to see what you can apply to your business!
Customer support is rapidly changing. What is next in the world of customer support? In a word – Chatbots. Messaging platforms are already wildly popular for peer-to-peer interaction on mobile. Between Facebook Messenger and WhatsApp (both owned by Facebook), there are over 2 billion users on both platforms. Facebook is now developing Messenger as a B2C support channel and already thousands of brands have launched chatbots on Messenger channels.
With Facebook Messenger now able to accept payments through chatbots, a new era of ecommerce is here.
The new functionality lets retailers accept payments directly, right there within a Messenger conversation with a user.
For many years messaging platforms like these were void of brand or business integration opportunities, aside from general brand awareness and customer engagement.
After all, even the world’s largest corporations don’t have the resources that would be needed to personally engage in conversations with millions of individual consumers simultaneously.
The mobile industry is booming and more people than ever are visiting online retailers via their mobile devices. During Q2 of 2016 alone, smartphones accounted for nearly half of all traffic to eCommerce sites, a 10% increase from Q2 of 2015. Overall, more than 50% of traffic to leading US websites today comes from mobile devices, and global statistics on consumer mobile usage and adoption forecast mobile traffic to increase ten-fold by 2017.
Studies show 60% of customers hate waiting longer than a minute for support. We have heard the statistics that live chat increases both conversion and customer satisfaction. Now with the rise of self service technology web self-service use has increased to 76% in 2014, up 9% from 2012, Forrester research data shows. You may be wondering if self-service or live chat is more beneficial to your customers, to that, we say why not both?
On average, 70% of customers abandon their online shopping carts. That’s quite the alarming statistic. What’s more, that statistic hasn’t changed in ten years. The problem continues to exist, mostly unchecked, even though technology does exist to solve these old problems.