The New CX Mandate
Things have changed. And there’s no going back.
We surveyed 1,500 service leaders to understand their insights
and predictions for CX in 2021.
The biggest concern for service leaders is customer churn; and customer service is at the forefront to drive retention. With more customers adopting live-chat and messaging, these modern channels are critical to maintain service levels and retain customers.
Over 74% of customer service leaders globally have seen an increase in support volumes across digital channels. To make matters worse, staffing is expected to not recover to February 2020 levels until June 2021.
65% of service leaders predict remote or hybrid work models in
the future. Teams need to be equipped with remote-ready technology to be able to work from anywhere.
Modern service experience starts from mobile. Customers now prefer to use live-chat & instant-messaging like WhatsApp for interacting with businesses. The accessibility, familiarity and lower wait-times of these modern messaging channels can also improve your CSAT scores.
With rising contact volumes and reduced staff, service leaders use chatbots as the first layer like how IVRS is used on telephone. This reduces the cost per interaction and bridges the gap between growing demand and limited workforce.
When hybrid work models are the way forward, it is imperative to bring your remote teams together for efficient operations. Lean on your team for high-value, complex issues by giving them guidance on next best action, 360-degree view of customers, and customer context to collaborate faster.
What does the future of customer experience look like? Watch this Freshworks webcast with Constellation Research to learn about:
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