“They will be pulled ashore and stunned with a stick”, or How to conclude a contract on your terms
One day, during a training on negotiations, a woman came up to me and asked: “We make cakes. Recently concluded a contract with the network. They stayed at a discount…

Continue reading →

“Influencing or manipulating?”: How to build relationships with subordinates in a developing company
The task of management in any business is to achieve goals in conditions of limited resources. The manager does not always understand this, often he justifies himself or others by…

Continue reading →

How we built a turquoise company: Alexey Denisov's experience - OLS
We, the OLS company, are a turquoise organization. How do we understand this? As well as all really working “turquoise” organizations - having read Frederic Lalu’s book “Discovering the Organizations…

Continue reading →

Robots or living people? How customer service will change in the next decade

Our life, the world around us, is changing at an incredible speed. Over the past 10 years, humanity has made a quantum leap in the development of technology. What seemed so utopian not so long ago is today a reality. Smartphones, social networks, Wi-Fi. For a couple of clicks on the phone, we call a taxi, choose a place to live in another city, order food at home, communicate with friends from anywhere in the world. Everything moves in a spiral of continuous development. Technologies, geopolitics, economic conditions, business formats are changing.

People are also changing. Their expectations as consumers, their customer experience is also undergoing changes. The one who calculated these expectations earlier than others and was able to realize them in his business received a serious competitive advantage. The best brands, companies are those who completely control all client experience. They are “on the wave” of the client, they feel the features of the market and know what customers expect from them. Obviously, taking into account constantly evolving technologies, providing high-quality customer service is becoming a priority for the development of modern companies.

In this article we will talk about the main trends in the development of customer service, which will set the development vector for the coming years.

1. Maximum personalization of customer service – a leading trend for the coming years

Thanks to new technologies of artificial intelligence, personalization of service reaches a new level, becoming more complex and authentic. First of all, of course, these are “smart” automation tools – CRM-systems that provide a complete set of tools for analyzing customer information, accounting and effective implementation of tasks. A highly personalized approach provides the necessary information about the client (names, preferences, previous purchases, actions on social networks and so on).

There are new ways to recognize customers, analytics of his speech and emotions. Technologies for biometric identification of customers appeared on the market: by face, voice, fingerprint. Yes, in practice, these technologies are just beginning to be introduced. This is due to limited budgets and the fact that the business does not always see the connection between the use of new technologies and the commercial result. But this is only a matter of time. In any case, the client base, client books that collect (even manually) customer information is a powerful tool for building a personalized customer service.

Trendsetters in the service world claim that one of the main trends of the near future is a return to a personalized approach to the client and the service provided by real people, backed up by the latest technological advances. Therefore, it is very important to be able to communicate with the client, to develop ways of motivation to provide personal data, information about purchases, preferences, websites visited and so on.

2. The speed of providing goods or solving customer problems

“Here and Now” is the main motto for the coming years. Customers are no longer ready to wait. Today they want to get what they want immediately. According to a survey conducted by Forrester in 2018, more than 80% of customers call a quick solution to their question / problem the best indicator of service quality. 55% of users will refuse online purchases if they are not satisfied with the delivery time. 81% of respondents agree that they are tired of waiting for a response from a support service. 25% of loyal customers will go to a competitor if they get tired of waiting.

What to do? It is important to make sure that the client receives prompt feedback, sees your reaction to their requests on all communication channels, and also that your solutions to their problems are effective. It is important for the client to know that his request has been accepted into the work, you are solving his problem right now.

Entrepreneurs no longer need an accountant!
Automated system for reporting, calculating taxes and salaries, billing and acts.
Try for free

3. Customer support 24/7

An obvious trend in the near future – customer support should be around the clock and operational. More than 60% of consumers believe that the company should be in touch 24/7. And an effective solution to this problem are chat bots. Already now, with the help of chat bots, customers can find the necessary information, important data for them, receive answers to questions, get acquainted with new offers and much more. This technology is constantly being improved, increasing its efficiency through artificial intelligence and speech recognition. Using the well-known examples of Siri and Alice, we see that the more active the communication, the smarter they become. And chat bots every day more and more become an integral part of the customer service of companies

Risks of transferring employees to individual entrepreneurs and self-employed
We talk about the main risks for an employer company that transfers its employees to self-employed and self-employed, and explain how to protect yourself from possible penalties from the tax…

...

“Happiness struck the head”, or What if you succeed and now the company is in crisis?
Last week, in the first part of this conversation, I said that a hangover and insanity are practically no different. Outwardly, they are very similar. It may even seem that…

...

Sinful loans or slow death: 6 steps to not kill your business
Very often I come across the opinion of businessmen about the fact that business without loans is impossible. Most of this is proved by those who are fed up with…

...

“Influencing or manipulating?”: How to build relationships with subordinates in a developing company
The task of management in any business is to achieve goals in conditions of limited resources. The manager does not always understand this, often he justifies himself or others by…

...