Customer service has moved from call centers to contact centers—and they’ve gone next-gen. Technology has seen rapid growth over the last few years, and your customers’ expectations have grown with them.
Nothing has made this clearer than messaging’s rise as the ultimate customer service channel.
Keep reading to see how messaging delivers a modern customer service experience.
What customer service looks like at the end of 2022.
We’re at the end of 2022 and 2023 is coming up fast. Countless headlines threaten a looming recession (while others say it’s already here), you see inflation in every trip to the grocery store, and national conversations are filled with high emotions. The doom and gloom news cycle has everyone feeling down, and unfortunately, it’s spilling into everyday interactions with customer service.
The consumer mindset.
Expectedly, the current climate is affecting consumers across the board—and customer service teams are feeling it. According to Zendesk, 66% of companies report that customers are less patient when interacting with agents or service teams this year. What’s more, 18% of companies are more likely to report that customer satisfaction is somewhat or significantly below expectations than in 2021.
So, although we say it constantly, customer expectations truly are higher than ever. For contact centers, that generally means the need for faster response times, faster resolution times, and more one-touch resolutions.
Digital expectations remain high.
While businesses were forced to focus on digital customer service as in-person stores were closed during much of 2020, they’ve slacked off as the world returns to pre-pandemic lifestyles. Forrester’s US 2022 Customer Experience Index showed a 19% drop in CX across US consumer brands.
So while many consumers are returning to in-store shopping, they still expect the stellar service they received over the last two years. Anything less fails to meet expectations.
But there’s more at play than just speed. Customers are also looking for organic, conversational interactions. Zendesk reports that upwards of 70% of customers say they expect conversational experiences when interacting with brands.
What’s more conversational than messaging? Email has some formality (a holdover from its predecessor, letter writing), and phone calls require both parties to stop what they’re doing and focus on the one-to-one conversation. Messaging fits into the way people already have conversations—making it a natural next step in the evolution of modern customer service.
Messaging has revolutionized the customer experience.
There’s no doubt that messaging has changed the game when it comes to delivering a modern customer experience. It’s made customer service more accessible to younger generations who favor messaging over phone conversations, and it’s increased the speed at which contact centers can help customers.
Here are a few ways you can revolutionize your customer experience with messaging.
1. Deliver personalization with data.
One of the most frustrating things for customers is having to repeat their problems to every new person talk to in customer service. Plus, the rise of personalization has made access to customer databases a critical business need.
Opt for a conversational platform that integrates with the client databases (CRMs, ERPs, etc.) that you already use. Whether you use Salesforce, Zendesk, Oracle, etc., having easy access to customer information will help contact center agents personalize conversations and improve the customer experience.
2. Enhance conversations with AI.
How many chatbots have you encountered that felt like you were talking to a robot? Probably a fair amount. If you don’t ask your question the right way or put your answer in the right format, it’s all over. Basic chatbots rarely understand the nuances of human language, and they aren’t able to read context to make sense of a conversation.
But AI-enhanced chatbots aren’t like the others. Chatbots like Quiq’s use Natural Language Processing (NPL) to identify customer intent and base the conversation in the right context. This means more natural conversations between bots and customers and less of a strain on your contact support team.
3. Uplevel conversations with rich messages.
Messaging is more than a replacement for phone conversations—it’s a way to create rich, modern customer experiences. Rich messaging is an advanced form of text messaging that lets you send more visually engaging and interactive messages.
Instead of sending a message with a link to your website—where it’s easy for customers to get lost or distracted—you can send images and videos within the conversation. You can even securely complete the transactions right within the messaging app. Schedule appointments, send GIFs, or share high-resolution photos and videos—everything you need for modern customer service.
Optimize customer interactions with Quiq.
Meet the future of customer service head-on with Quiq’s Conversational AI Platform. Quiq makes it easy for customers to contact a business via messaging, the channel your customers already use to connect with family and friends. With Quiq, customers can engage with companies via SMS/text messaging, Facebook Messenger, web chat, in-app, WhatsApp, and more for a more modern customer service experience.
If you want to learn how you can easily deliver the modern customer experience by connecting with your customers contact us for a short demo.