Chattermill, a unified customer intelligence platform, has recently revealed a report which delves into the trends and strategies that organizations can utilize in 2022 to take their customer service up a notch. Their research surveyed 339 customer-focused business leaders from the US, Oceania, South America and Europe with the intention to better understand key trends in customer experience (CX) for the upcoming year.
According to the report, leaders are well aware of the importance of data analysis in determining a more accurate picture of what customers want and need. However, many leaders are also hesitant, as they believe that they will be held back by technologies that are both complex and hard to implement.
Customer support is a core pillar of the customer experience. Even before the COVID-19 pandemic, customer service was a key contributor to strategic business success. However, it can be argued that its importance has only increased in the wake of the pandemic. According to the Chattermill report, 98.2 percent of leaders believe that good customer support is now a key driving factor of customer advocacy and loyalty. Additionally, 99.1 percent of leaders think customers have higher expectations when it comes to service and experience compared to previous years.
A vast majority of leader also mentioned that customers today are more likely to share their negative and positive experiences on social media. In today’s always-online and interconnected world, an organization’s online reputation can either make or break them. As such, online review and ratings play a crucial role in consumer decision-making, especially when social media platforms are empowering the public to share their experiences.
Getting Ahead in 2022
Integrating All Existing Sources of Customer Data
Consolidate every chat, conversation, survey feedback and social mention, no matter the language. Doing this will help the organization build a unique picture of each and every one of their customers, making it easier to personalize their experience.
Analyze Aspects or Topics that are Driving the KPIs and Metrics that Matter Most
Every organization will have a preferred metric to measure themselves by. By closely analyzing and reviewing them, they can determine which topics have the best overall effect.
Observe Analytics and Customer Feedback From the Entire Customer Journey
By doing so, organizations can spot potential emerging trends within the customer experience and work towards capitalizing on them.
Process Comments and Opinions as Inputs That the Business Can Work On
When aggregated at scale, organizations will be able to piece together real and actionable data that will allow them to improve upon the customer journey.
Easily and Quickly Access Information
Develop and make use of efficient data and information gathering systems. No one wants to spend an entire day sorting through tedious comments and reports with a slow and clunky user interface. Utilize automated sorting systems if necessary to cut down on time spent organizing information.