Chat applications, tools to master communication with clients

After the pandemic, the adoption and use of technology increased, companies and consumers continue to choose to use online channels to make purchases and other daily tasks.

Buyers increasingly have access to more channels and devices, seeking conversational experiences with marketing, support, customer service or sales with the channel they are most comfortable with. Keeping up with their preferences and delivering the experience they demand is extremely difficult for businesses without proper omnichannel communication.

New trends in customer service are developing, among which we find:

The internal and external customer experience supported by the use of technology:

Over time, the customer experience has been based only externally, however, we must give importance to our internal customers within the customer service processes, since to make them stand out and give them greater importance by supporting their work in technology, It gives you the possibility of reducing operational tasks and highlighting your other skills. 

New channels for customer interaction with our company:

Customers don't like constantly switching from one device or channel to another. E-commerce has experienced tremendous growth in recent years and is expected to continue growing, with digital buyers increasingly browsing, purchasing goods and services from the social applications they already use.

Customers need instant answers:

Customers have a wide range of products to choose from and receive offers, discounts and messages through multiple channels. Nowadays they want everything at that very moment, speed and comfort are key like the product itself. Brands must respond quickly or risk not only losing a potential purchase, but also losing that customer's loyalty to the brand.

Social, environmental responsibility and digital experiences:

It is very important for companies to find new ways to boost brand loyalty and retain customers. 91% of consumers prefer to purchase goods and services from companies that are socially and environmentally responsible. In the future, combining digitalization and sustainability will be the key to success, as long as they are real projects that move away from the false ecological advertising that has been seen. in recent years.

Increase self-service for customers:

Customers increasingly expect organizations to offer self-service. This can be done through FAQs, chatbots, or knowledge bases that help customers get what they need quickly. ANDThis reduces the burden on customer service teams.

Customers want personalized services:

Automation or self-service tools are very useful for improving the service process, however, many customers still expect their communication with brands to have a touch of personalization. There has been growth in companies that focused on customer loyalty and commitment. To provide an interaction you can choose to use the customer's name, suggest products based on purchase history or location, or store and reuse data.

Data-driven customer service:

Customer data is of utmost importance, since it is this that allows us to improve customer responses and assistance, taking advantage of user profiles to offer personalized assistance.

The growing use of data will mean a greater need for data privacy and security. Customer service teams must comply with the laws and regulations that protect customer data, take into account user data processing policies whether for contact through social networks, websites, filling out forms, or any type of communication with the client.

The Bots are also protagonists in customer service teams (they are here to stay)

Bots are helping with staff shortages as they can take care of repetitive and heavy tasks. They can also help companies that provide service customer service to work better, providing valuable information, collecting from multiple channels and devices.