Wednesday, December 12th, 2018
As the festive season approaches and we say goodbye to 2018, it may be appropriate to take a look at what the year ahead may bring.
Mobile phones and tablets will remain at the heart of the vast majority of customer services interactions, and many more companies are therefore likely to focus on the development (or in some cases redevelopment) of their Apps and/or mobile websites.
Additionally, where some form of ‘self-service’ option exists, customers may be able to satisfactorily resolve issues themselves, or beyond that, access a “click to call” and/or live help option where further assistance is then provided in order to resolve matters.
Actually being able to access a real human being rather than recorded or AI (“Artificial Intelligence”) driven technology is likely to remain the best way of resolving customer concerns in the most efficient and end user-friendly manner. It is clear that live operators will still handle the vast majority of interactions for many years to come and AI will evolve in more of a supporting role.
Turning to messaging platforms, 2019 may turn out to be the year that Facebook Messenger’s perceived dominance as the “go-to” messaging channel is challenged by platforms such as WhatsApp, but we will have to wait and see what consumers prefer.
For businesses, there is also highly likely to be even more focus on the analysis of customer feedback (be it from online channels, surveys or contact centre operatives) in order to improve the customers’ overall service level experience.
In summary, as technology and software evolve, the real challenge for the business owner is to adopt an up to date omnichannel solution (one where all contact platforms link together seamlessly) in a cost-effective way whilst maintaining or hopefully improving service levels.
So, if you feel your business would benefit from some expert help in this area, please call mplcontact of Sutton Coldfield, Birmingham today on 0121 362 7001 to learn more about how we assist your team to do just that!
We very much look forward to hearing from you.