Future of Customer Service: Customer Engagement

As we enter a new year, businesses across industries will continue shifting from a ‘live agent’ to an automation-first customer service strategy. This means more companies are deploying a self-serve solution as the frontline of their customer service in response to the growing consumer demand for instant support.

According to Forrester, over 70% of consumers agree that brands should leverage technologies, like chatbots, to reduce the amount of time that it takes to resolve a customer enquiry or issue. Additionally, Salesforce has found that 69% of consumers prefer using chatbots to avoid long waits and frustration. “The average person spends 43 days of their life waiting on hold. Over the next few years, consumers are going to be delighted at how much better this experience can be” says Ada’s CEO Mike Murchison.

As businesses continue to invest in self-serve customer solutions, ‘automation’, should never become synonymous with ‘autopilot’. While stigma surrounding AI-powered support is on the decline, the expectations of their capabilities is simultaneously increasing. That’s why it’s important that when deploying automation that a business engages customers authentically, in a way that reflects their brand values. Chatbots in particular provide a new touch-point to engage customers by demonstrating your brand voice, and unique ways a company can meet customer needs and collaborate with them to solve problems. “Never before has it been so important for companies to be able to communicate clearly. Your conversations need to be visual, succinct, and snappy—they should read like a friend iMessaging you,” says Murchison.

The best brands will not only give back customers’ time, but reallocate the time they do have with customers to be a more rewarding experience for all involved. Gartner estimates that by 2020, customers will manage 85% of their relationships with companies without interacting with a human. Companies require the ability to scale with the needs of their customers and ensure these automated interactions are impactful. AI-powered chatbots lay that foundation for flexibility and empower companies to provide the fast and personalized service customers expect.

To learn more about the trends anticipated for 2019 with insights from our CEO, check out our latest article.

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