Loss of customers and revenue are the inevitable results of poor customer support, which leads to loss in business growth and so implementing new methodologies and trends helps to boost revenue.93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Click To Tweet
Therefore without ado here are the latest customer trends that you must look for in 2020:
True Omnichannel Experience
Potential leads and customers find your offerings on any number that are available to them nowadays.
Hence, offering your potential leads and customers the ability to continue their customer journey between different devices and platforms will be of utmost importance in 2020.
In fact, the multichannel experience that customers presently know is a significant step-up from the erstwhile single-channel experience.
Nevertheless, as multichannel tends to be siloed nowadays it allows interactions between several platforms but inhibits the continued journey between one to the next.
Therefore, in 2020 businesses is more likely to hold on a customer throughout their journey by incorporating an omnichannel experience that ensures identifying and implementing all of the platforms potentially used by their customers that is sure to boost up customer service ratings.
Connect Through Social Media
Using social media platforms for boosting engagements in marketing is nothing new. Nevertheless, it may be news to you that in 2020 you should no longer focus on numerous social media platforms, but rather scale them down to the ones that make more sense for your type of business, which will let you spend more quality time on the few chosen platforms rather than lose sight of engagements on some of your many platforms on the list.
For this try to evaluate your target audience and engage with them in their preferred media. Try to understand whether your audiences respond more to images, videos or texts.
Get engaged with your prospective leads and customers often and do not forget to thank them for their feedback.
Additionally, apologize to your customers and prospects for any negative experience and provide them with enhanced support.
Remember, doing so not only your unhappy customers will always remain grateful for what you did but your other customers once they see that cared enough for your unhappy customer will trust your support that they need right on your social media platforms.
Artificial Intelligence (AI)
AI is getting more smarter every day. Hence, in 2020 look to implement AI in as many of the customer interactions you have. Nowadays AI assistants are changing the way we live our lives with Google Assistant, Alexa and Siri.
Hence in 2020 using AI to automate customer support processes will help businesses considerably, whereby brands should automate some of the customer-facing interactions that will help them exponentially.
In 2020 data-driven customer service will be much more prevalent than ever before. This is because nowadays machines are becoming more efficient to ‘learn’ fro data using algorithms that are increasingly getting more competent in understanding how to connect with the customers better and thereby help customer service teams to make better decisions that aids in business growth.
Once considered prohibitively for SMB organizations customer service Chatbots are one of the intelligent outcomes of Machine Learning and can now be easily integrated even in most best small and medium business CRM software platforms.
Additionally, real-time data that are needed for Machine Learning can also help in the detection and prevention of fraud in businesses.
Internet of Things (IoT)
It is predicted that IoT is going to help drive sales and support activities much more efficiently in 2020. This is because according to a study published by Statista it has been predicted that there will be more than even 30 billion connected devices installed worldwide this year which is twice as many as it was in 2015.
Therefore, businesses must not underestimate the importance of IoT this year, as business growth technology solutions are trying to leverage all and any connected products to enhance the customer experience, which is becoming more important than ever.
Remote Customer Support Representatives
With all the cutting-edge technologies that we have in hand as we enter 2020, there will be a trend more towards remotely locating customer support representatives in all businesses.
This is because with the growth of this trend companies are becoming increasingly capable of saving their employers money on office space and on higher salaries that are required for big cities across the globe by hiring employees who can work from the convenience of their own homes.
In fact, this trend will not only attract more recruits but will also provide organizations a much larger pool to choose from.
Nowadays with customer support reps potentially available 24/7 which can be accessed from anywhere across the globe and with the previously mentioned Chatbot technologies that can be at present even integrated into the best small business CRM software platforms, there is a need for emphasis on real-time support in several different formats.
Therefore, it can be predicted that real-time support will likely boost up conversion rates in 2020 with faster response time and quicker resolution of issues.
It also can be assumed that 2020 will see a rise of live video streams which will help businesses to reach out to more people on social media channels which in turn will increase the brand’s visibility. Live videos can be used for the promotion of contests, webinars, product giveaways and more.
Hence businesses this year will find more options to announce in advance or just go live whenever they want, which in turn will encourage followers of different brands to pay attention to their brand’s social media platforms.
Personalization will be more important than ever in 2020, with the growing trend of less human contact and more automated interactions in businesses.
Luckily, this will be easier than ever to accomplish with the assistance of AI technology whereby in 2020 personalized content will look more like targeted advertisements that are well aware of the customer’s name, gender, location, and even their likes and dislikes.
Both with robust CRM software solutions like Salesforce and with solutions like best CRM for small business establishments and startups predictive analytics will be called upon much more frequently this year.
This is because with predictive analytics helping businesses to foretell their customer outcomes, brands will be able to provide world-class customer service to the consumers of their offerings.
Predictive analytics will even help businesses to discover issues even before they arise, and alleviate those problems, by running hundreds of scenarios based on data they already have in their easy to use CRM platforms to provide proactive and personalized service to the customers.
Finally, with all the security breaches in the news, the security of customer data is going to be extremely important in 2020.
In all businesses, customers provide a lot of information when they buy your offerings. Hence both CRM for enterprises and even the best CRM software for SMB organizations will ensure that the customer data in their business growth technology solutions are locked up tightly that will enhance the trust of the customers for their businesses.