The customer contact center (CCC) has evolved significantly in recent years. In the past, customers were primarily assisted over the phone, but nowadays there are numerous ways to contact a customer contact center. This includes channels such as email, chat, social media and even video chat. It’s clear that the availability of the CCC will only continue to increase in the future. We would like to tell you about trends that are expected to impact the future of the CCC.
More channels for customer contact
In addition to traditional phone and email channels, in the future customers will likely have more channels available to them for contacting an organization – like with applications through which you have direct contact with your customer. Chatbots and virtual assistants, for example, are also becoming increasingly popular as a means to answer customer questions and solve problems. And social media platforms will continue to play an important role in customer contact, because more and more customers are sharing their questions and problems there.
Artificial Intelligence (AI)
With the advent of AI, organizations will be able to answer customer questions more efficiently and effectively. Chatbots, for example, will be able to understand natural language increasingly better and answer customer questions in real time. AI algorithms can also analyze customer data in order to discover trends and predict future customer needs. You can used AI in a myriad of ways. We are currently already offering virtual assistance, chatbots and phone assistants. And these features will become much more advanced in the future. In doing so, however, it is important to maintain a good balance between personal contact and process acceleration.
The omnichannel experience
In order to increase customer satisfaction, organizations will likely offer a seamless omnichannel experience in the future. Customers will be able to start their conversations on one channels and continue them on another channel, without having to re-enter their information and questions. This will not only increase customer satisfaction but will also improve customer contact efficiency.
More and more customers want to be able to solve their questions and problems themselves, without the intervention of an employee. In order to meet this need, organizations will likely have to offer more self-service options in the future. Correspondingly, an increasing number of organizations have customer portals or customer contact applications for direct customer contact where customers can submit requests themselves. This can include anything from submitting repair requests to forwarding documents and everything in between. We also offer this feature thanks to our partnership with the Woco app.
Improve your customer contact care
Your customer contact is ever evolving. What are the choices your organization makes to offer your customers personal and accessible customer contact? Glance thorugh our features or read our customer success stories!