Six Omnichannel Trends Disrupting Customer Service in 2018

By Murph Krajewski

Two thousand seventeen was the year of operational shifts in customer service as archaic legacy systems were replaced with technological innovations to make service faster and improve customer interactions. However, this shift alone cannot win the customer service battle in today’s competitive marketplace. As consumers’ demands become increasingly harder to achieve, companies will need to be more proactive by offering a true omnichannel experience.

Omnichannel may seem like a buzzword, but it’s more than that. It’s a fluid journey that provides a consistent, seamless, and personalized experience that most consumers crave. However, only a small percentage of contact centers today describe themselves as omnichannel. While staying ahead of the curve as new technologies become mainstream seems like a daunting task, companies that focus on streamlining omnichannel capabilities to further assist, engage, and enhance their agents, while also understanding the trends disrupting customer service, will enjoy the new year.

The Reevaluation of Self-Service

In 2018, many contact centers will see a reevaluation of self-service, which plays a critical role in today’s omnichannel approach. Self-service tools are an important concept that unfortunately have not always been used well and have some recovery work to do in the eyes of customers.

To accomplish this, companies will enhance data collection processes for the types of inquiries being received across all channels to create a concise portal with applicable questions and answers. Agents will then use this page as a resource by directing future callers to a specific link or copying and pasting answers to common questions. While customers haven’t always been wowed by their self-service options, there is new life coming to this avenue of omnichannel. The vendors leading the way will set the bar for this trend in 2018. As consumers’ demands become increasingly harder to achieve, companies will need to be more proactive by offering a true omnichannel experience. Click To Tweet

Adding Mobile to the Mix

As the number of smartphone users moves closer to 2.5 billion, mobile will increasingly gain momentum as it continues to become the most popular customer service communication channel. According to OneReach, 64 percent of consumers would prefer to use texting rather than voice for customer service, and 77 percent are more likely to have a positive customer experience through mobile per a report from Aberdeen Group.

Other reports show that mobile capabilities among contact centers have grown substantially, but 2018 will be the year when many move from the siloed mobile approach and seamlessly combine it with other channels. Customers live their lives on their mobile devices. Companies must meet their customers where they are to provide a smooth customer experience, and that means meeting them on mobile.

Moving toward the Cloud

Cloud-based and cloud-native contact center infrastructure is key to the globalization of customer service. According to a 2017–2018 DMG Consulting Report, adoption of the cloud among contact centers continues to pick up momentum, especially in the financial sector. Thanks to advances in cloud technology, particularly from vendors that do not have to recalibrate legacy systems, cloud-native and cloud-based systems are highly secure, reliable, and provide quality infrastructure. In the new year, it can be expected that more operations will move to the cloud, allowing agents to access the platform at any time worldwide and disseminate information in real time to create a more relevant customer experience.

Chatbots and Artificial Intelligence

In the beginning, chatbots were designed primarily to optimize business operations. Now there’s a newer breed of chatbots that use machine-learning capabilities to provide superior customer experiences. Not only do they help anticipate the needs of “being there” throughout the customer journey, but they also help brands provide options for self-navigation. Plus, they know when it’s time to connect a customer to a live agent.

Fueled by artificial intelligence, chatbots become more intelligent day-to-day by collecting data on customer conversations. However, like any new technology, these tools need to be carefully integrated into the customer experience. To be effective they must be deployed in messaging apps, web chat, and other channels as part of an omnichannel strategy. This also means that if an agent needs to jump in, they can switch channels efficiently without the customer having to repeat information. This has been the goal of AI-to-agent experiences, but few companies have implemented the process at its fullest potential. Those that streamline this experience will see the greatest success.

The Rise in Social Media

A recent Hootsuite report revealed there are more than 2.8 billion active social media users with an annual growth rate of 21 percent. Among users under twenty-five, social media remains the first choice among support channels. Though most businesses have observed the need for social support, nearly one-third of businesses are still not incorporating social into their omnichannel approach. Instead users are being redirected to another channel. Although a temporary fix for an ever-evolving market, social media will play an even more important role in omnichannel this year.

The Internet of Things (IoT)

More than half of contact center leaders plan to enable Internet of Things (IoT) in the next year, signaling a shift toward accelerated innovation in the contact center. And since more than 30 billion devices will be wirelessly connected to physical things by 2020, IoT is going to completely alter the way companies connect to customers. It will usher in the era of proactive customer service.

Soon data from devices will empower companies to be aware of issues in real time and intervene before a customer even knows there is a problem. IoT will also allow for shorter wait times and more efficient service as automated solutions solve routine problems, freeing associates to focus on more complicated issues. In addition, those lagging in the implementation of IoT will feel increased pressure from customers to conform. Failing to adopt will erode customer loyalty over time due to slow service processes, fostering a lackluster impression compared to those companies who have moved forward.

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Companies can no longer afford to get away with subpar customer experiences by offering a siloed approach that erodes customer loyalty. Instead focus on implementing a true omnichannel methodology that meets the needs of customers and adheres to industry trends. Doing so will provide an experience that meets the needs of customers in 2018 and for years to come.

Murph Krajewski is vice president of marketing at Sharpen, a contact center platform with an agent-first focus. With nearly twenty years of experience in the contact center industry, he has tackled a variety of roles on multiple sides of contact center systems and gathered incredible insights on what provides exceptional customer service. In his current role Murph focuses on creating better experiences for contact center agents, which he believes makes for happier customers and could even change the world. He is also a regular contributor to the Forbes Communication Council.