Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.
Consumers’ behaviours are changing, what they envision is every channel connected, forecast made, recommendations shared and customer service contacted whenever they want.
They not only interact more frequently, than ever before, with brands but also have a single interaction on multiple touchpoints.
Today, customer experience is not just the combination of all the interactions that a customer has with a brand throughout the years, but also a balancing act where their present needs must be satisfied while also anticipating expectations of tomorrow. Each moment is an opportunity to create competitive advantage, contributing to a superior experience throughout the customer journey. it is not always clear where to make the best investments in order to improve, nor is it always clear how to measure the success of a company’s CX work.
In recent months 78% of consumers have increased their online purchases to avoid exposing themselves to possible COVID-19 infections; in addition, 42% require having online attention and troubleshooting systems.
Social messaging is fast becoming a core component of Customer service. In particular, the ability for Customers to quickly and easily get in touch with your business is very appealing. Through social messaging, Customers are able to have greater privacy, receive new message notifications and get even quicker responses.
Telemedicine, it's a quite new service, but the unexpected Covid-19 pandemic outbreak, especially in Italy, is speeding up and increase its diffusion.
Since March 2020, in fact, there have been huge transformations in the perception and digitalisation process of businesses, first of all in medical and healthcare.
Investing in actions to improve the consumer's shopping experience is essential for e-commerce not to be left behind. Consumers are increasingly buying online, and, with this demand, new eCommerce are appearing, and stores are moving digital.
The surge in online purchases and tools such as videocall platforms, as well as applications useful for carrying out many of the services or work activities online, are demonstrating in these days that new technologies are an important key and an unexpressed way with enormous potential.
It’s no longer a luxury to be able to communicate with Millennials, it’s a necessity. Considering that Millennials are those born from 1982 onwards, we have reached the point in which a large part of that generation is working, earning money, spending and banking it. So, It’s no surprise that organisations are investing large sums in catering to this age group when generating value on Social Media for their companies, all necessary means of acquiring new customers from this growing generation.
Today, if we want to explain what Black Friday is with a single word we would say "discounts", because many stores and eCommerce offer big discounts on many products, allowing customers to buy at very convenient prices. But what about Customer Care in these crazy days?
2020 is foreseen as a year where businesses will show the biggest interest in tools, technologies and services to take care of their Customers.
In a world where doing Customer service right it's increasingly easier, a good Customer service experience might not be a differentiator. Customers require value.
Whether you run your own eCommerce platform or manage a site dedicated to cloud-based service outsourcing, presenting your stakeholders with conversational AI can be highly beneficial. Artificial intelligence (AI) algorithms in the form of chatbots have become a global mainstay, becoming an integral part of industries such as FinTech, real estate management, health, and banking to name a few.
Advancements in technology have enhanced the quality of communication tools available to companies. As a result, an ever-increasing number of brands have been exploring video chat as a tool to improve contact center operations.
Live video chat is proven to help decrease resolution time, boost customer satisfaction and drive ROI; so, let's discover more about its best application in Customer Care.
If a picture is worth a thousand words, imagine what you can do with video.
Imagine how easy it would be to solve issues in 5 minutes, without the technician of the customer support to leave the office. Now stop imagining, it is already possible!
In recent years, evidence points to a new rise in self-service trends that range from food ordering to Customer support and financial operations. These trends don't show any sign of slowing down and there is no use in fighting change. So, what can we do? The answer may just be in integrated Customer support platforms.
Today, customers can get in touch with companies' assistance center, which offer them different contact channels, like call, chat and video chat. Nevertheless, sometimes it is necessary to use something more, that allows the agent to get in deeper contact with the customer. It's here that real-time collaboration tools come into play.
ChatBot technology represents an enormous potential for enhancing the Customer journey; it is increasingly widespread, and it is becoming a part of all of our digital lives. Its application is spreading into messaging platforms and it has been launched as a digital assistant by the largest technology companies.
Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.
Digital remote advisors are spreading fast in the Customer Care business and offer remote high-quality support that is changing the Customer support system. This technology allows Customers to be supported in their purchase experience, in the same way, they would be in physical stores.
Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!
We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.