What's Next in CX Top 5 Trends For Effortless Customer Engagement in 2017
What's Next in CX:
Top 10 Trends For Effortless
Customer Engagement in 2017
In today's world, customers decide how customer-centric a
company is. It has always been and always be one of the
critical competitive advantages for any business. Here are
some famous quotes supporting this:
The goal as a company is to have customer service that
is not just the best but legendary. ~ Sam Walton
Spend a lot of time talking to customers face to face.
You’d be amazed how many companies don’t listen to
their customers. ~ Ross Perot
Your best customers leave quite an impression. Do the
same, and they won’t leave at all. ~ SAP Ad
What is Considered Effortless Customer Service?
Effortless customer service means:
Less effort of a customer to get his or her query resolved.
Agents understanding customer query at the earliest.
Focusing on customer journey across all the channels.
Measuring the success of customer interactions by
1. Customer Satisfaction
2. First Contact Resolution
Why 'Effortless' and Not 'Excellent' Customer Service?
Forrester - In today's world, customers of all age demands
only effortless service. They prefer using self service
channels to get their answers resolved quickly.
CEB - In recent research, it has been found that there is no
difference at all between consumers whose expectations are
met and consumers whose expectations are exceeded.
Shep Hyken - You don't have to wow your customers all the
time. It is good to simply have better than average- all of the
Here're three proof points as per the latest study:
These days, creating effortless customer
engagement will be the “new” imperative
to wow customers and compete in the
Learn about some of hottest emerging
customer service trends influencing our
1. Millennials Demands Effortless Experiences-
Answers Within Seconds or Minutes
Companies will provide intuitive search i.e.
making search on your site intuitive, so customers
can sort, filter results fast.
Provide personalized support content to each
customer as they look for information.
Give access to all useful content to customer
from across the website, knowledge bases.
In 2017 , Companies will start using
intelligent and strategic approach
mentioned below to increase the issue
2. Chatbots: The New Hottest Tech Innovation
Chatbots have quickly become the new
tech innovation to answer the customer
with structured messages including text,
images, links and call-to-action buttons.
Doing so, they enables brands to
provide more conversational,
personalized service similar to human
3. Customer Intelligence and Real-Time
In 2017, real-time voice of the customer
dashboards will enable service professionals
to personalize engagement with the
Providing real-time dashboard available in
customer portal, it will allow customers to be
directly involved and also deliver answers to
their own questions automatically.
As per the latest study, it has been found
that customers don't want choice, they want
Today's customer want customer service
professional to help them deliver the right
answer, fast. Whether it's a phone call or live
chat, they want all their issues to be resolved
in one contact.
4. End of Channel Preference and the
Beginning of Channel Guidance
5. Contextual Knowledge Bases for
A Knowledge Base is more than a FAQs
that customers must look at your website
from time to time.
It not only provides customers with the
information they're looking for but it
preemptively answers basic questions a
customer might have regarding the
product or services.
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Technologies LLC, is a global provider of
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