Introduction
According to a McKinsey report, the future of customer service and customer experience is interconnected with data analytics. What’s interesting is that key trends tie together with evolving technologies like data analytics and artificial intelligence. In fact, market experts believe that AI-powered data analytics would see mainstream adoption to ensure high customer satisfaction by 2025.
Businesses now use data analytics solutions to purposefully extract and take a closer look at the customer journey. The digital tide is changing for good and data analytics continues to help companies maintain the most efficient operations, drive growth, and maintain a heightened focus on customers at the same time. Since the pandemic crisis, many businesses now want to use advanced data analytics to transform customer service.
Keeping that in mind, let’s dive into top customer service trends that tie together with data analytics and continue to change the way businesses operate:
More Customer-centric Approach
The customer-centric approach has been around for a long time but data analytics allows companies to maintain customer retention and loyalty in new ways. Through data analytics, companies are able to meet high expectations of customers, identify key metrics, improve the customer journey, accelerate data collection, and personalize customer service.
Once data analytics comes into the fold, businesses navigate the changing demands and requirements of their customers. It also allows businesses to focus on specific values and ultimately achieve personal transformation.
Hyper-personalization
Customer perspective matters and hyper-personalization achieved through data analytics allows businesses to influence customers to take specific actions. This, in turn, allows companies to make more transformative and transparent changes. Many companies have started to use data analytics solutions to achieve a heightened state of personalization and improve their overall customer service.
Of course, this requires gradual effort from businesses to make the most out of data analytics solutions and maintain a high degree of personalization across different channels and delivery models. Besides, industries that want to achieve diversity will have to focus on highly personalized customer service to attain and retain customers for a long time.
Advanced Virtual Assistants and Avatars
Oftentimes, the thin line between the physical and digital world gets blurry. In large part, that has to do with advancements in conversational AI that advance how customers engage with virtual assistants. Many experts believe that it is the dawn of a new era where companies can transform their customer service and customer experience process and make a positive impact.
Virtual assistants have been around for some time but paired with data analytics – they support more interactive customer interactions. Many businesses have started to use and integrate virtual assistance to understand the gestures and body language of customers. It ultimately allows agents to understand the speech patterns and customer sentiments.
The Use of AI-powered Predictive Analytics
One of the data analytics trends that have been in the spotlight for a long time will also see more adoption and advancement. In fact, many companies have started to use AI-based predictive analytics to help agents predict customer behavior and preferences.
AI-powered predictive analytics also allow businesses to make future-proof and logical decisions that work in favor of their entire customer base. Today, AI-powered predictive analytical tools help businesses identify more than just future metrics. Instead, these tools now allow businesses to predict and analyze the far-reaching impact on customers.
This approach makes it easier for companies and their agents to address and resolve challenges that may impact customer service in the foreseeable future. At its core, predictive analytics solutions make it possible for businesses to better measure as well as manage their customer service and CX experience. Businesses can view and assess quantifiable factors and build business cases that can improve customer service.
More Utilization of Digital Data
When it comes to data analytics and customer service, one of the trends that will see more advancement is the use of the digital age. In fact, advanced data analytics solutions allow companies to collect, integrate, and use data on a much bigger scale than traditional tools. Besides, the lives of customers have become highly dependent on digital data. This allows companies to use more robust data analytics solutions to segment customers and improve delivery.
You can expect to see more data analytics tools that would allow companies to collect, assess, and share data from various sources and channels on a large scale. This is beneficial for companies that handle unstructured customer data. Businesses can also use self-service data analytics models to ensure high-quality service across different user functions.
Edifying Experiences
Highly accessible and robust data analytics solutions allow companies to improve customer experience and create touchpoints across different channels. In the coming years, more customers will experience personal transformation and seamless CX. In 2022, edifying experiences allow businesses to meet and surpass customer expectations and ensure swift customer deliveries.
With the advent of more advanced data analytics solutions, businesses can extract customer insights in real-time. This also accelerates the ability of companies to analyze customer feedback and put in place safety protocols and policies to secure customer data.
Final Thoughts
Once you take into account the endless possibilities that stem from data analytics and how it can optimize customer service, the future outlook looks brighter than ever. Despite the usefulness of effectiveness of a trend, the foundation of customer service now depends on how fast technology evolves in the next few years.
It would be fair to predict that data analytics would never get out of style and propel companies to make big changes in terms of customer service. The more businesses listen to their customers’ feedback through data analytics, the more they more swift and responsive actions they can take to maintain and deliver ideal customer service.
When identifying solutions, isolate platforms that can easily process data and customer behavior on an interactive platform that allows dynamic visibility to immediate changes to behavior instantaneously.
REFERENCES:
- https://www.scnsoft.com/analytics/customer
- https://www.eweek.com/big-data-and-analytics/data-analytics-trends/
- https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/prediction-the-future-of-cx
- https://lumoa.me/blog/emerging-customer-experience-trends-in-2021
- https://clootrack.com/knowledge_base/customer-experience-trends/
- https://www.twilio.com/learn/contact-center/using-data-and-data-analytics-to-improve-customer-experience
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