Technology trends

What are the customer experience CX technology trends to watch in 2022 -Amit Gandhi

A business can only thrive when it has satisfied customers. Customers are the foundation of any business, and a loyal customer makes a business grow. However, there will be times when there are grievances, comments, etc., which could be both positive and negative. Gone are the days when people had to depend on snail mail and wait even longer for a response. Most companies today have contact centers where customers can connect through multiple routes regarding the product or service. At this point, a customer must be satisfied and happy with the response to spread the good word, thereby improving the base.

Thus, it becomes imperative for companies to ensure that the customer experience (CX) is of exceptional quality. According to analysis by leading research firm Forrester, 69% of customers believe live support has the highest satisfaction rating while also believing their questions can be fully answered over the phone. In comparison, 45% of customers in the United States would abandon a payment process if their questions were not answered immediately. It’s an eye-opener for anyone who compromises the long-term and short-term effects of an effective contact center on customer satisfaction.

Most of us have, at one time or another, been annoyed by the long wait to connect to agents in a contact center and call transfers from one agent to another. This is the number one cause of frustration and negative customer experience. Specific queries can be answered by autoresponders or voice bots using AI. This leaves contact center staff to work on improving the customer experience by appealing to emotional satisfaction and finding innovative solutions, ultimately leading to greater customer satisfaction and loyalty.

We all know how much a positive brand image goes a long way in creating brand loyalty. While customers prefer phone calls, which engage them emotionally and help them resolve their issues quickly, today’s customers are also open to technology-based resolutions. In 2022, it is evident that customers and contact center agents are keeping abreast of technology and, in fact, artificial intelligence is being used to provide unique solutions. Companies have an integrated omnichannel communication experience that allows customers to find answers to their questions without human intervention. Advancements such as voice bots, chatbots, IVR, and callback at convenience have enabled customers to intelligently resolve their issues at their convenience. Additionally, AI-powered omnichannel chatbots, which understand context in the event a query is spelled differently or misspelled, are also dominating current trends. The roost rule primarily because the personalized experience is a big contributor to customer retention and happiness.

While the customer is at the heart, let’s not forget about the agents sitting on the other end who are the foundation of the brand image that the company is trying to build. The personalized Agent Desktop software, which contains all the information such as customer history, purchase or service details received and personal information, among others, is the most important advantage resulting in quick resolution of problems. . Better contact center analytics, data analytics and greater connectivity with onboarding is another step to ensure agents have more information to help customers.

Equally important are employee engagement programs that can increase agent retention because a happy employee leads to a happy business. An agent must provide a personalized experience with excellent communication skills. Although cloud computing and artificial intelligence seem to be entering the contact center industry, one-on-one communication will continue, and customers and agents will continue to be the key factors affecting brand image.

Disclaimer: The views expressed in the article above are those of the authors and do not necessarily represent or reflect the views of this publishing house. Unless otherwise indicated, the author writes in a personal capacity. They are not intended and should not be taken to represent the official ideas, attitudes or policies of any agency or institution.