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 Satisfaction2. 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

time.

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 marketplace.

Learn about some of hottest emerging customer service trends influencing our

industry.

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 resolution rate.

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 customer service.

3. Customer Intelligence and Real-Time Dashboards

In 2017, real-time voice of the customer dashboards will enable service professionals

to personalize engagement with the customers.

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

channel guidance.

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 Personalization, Prediction

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.

About Us

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unified cloud communication services such as Hosted PBX, Call center solutionssuch as VoIP phone system, SIP services and toll free numbers to consumers and

businesses.

For more information, visit: www.therealpbx.com or call at +1-888-

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