5 rules on how to help the customer during construction in order to receive contracts in the future
It is no secret that many of the directors of small construction companies that conclude a contract for construction and installation works (performers of all kinds or only some narrow-profile…

Continue reading →

“Caution, an illiterate accountant!”, Or How to save a company from an unqualified specialist
In September, two companies belonging to the same owner took for accounting services. One in the general mode, the second in the simplified tax system “Revenues minus expenses”. I don’t…

Continue reading →

Strategic communications, or the Event does not end with a DJ set
It so happens that the manager goes from theory to practical actions, and there is also the other side, when the specialist intuitively and practically, through trial and error, opens…

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

What is an overdraft for a business and when is it needed?
Overdraft is a revolving credit line that a bank can provide to a company or individual entrepreneur to cover a temporary and short-term cash gap. This is actually a business…

...

Management in the student construction team, or Freedom as a conscious need
It was in the last century. Next summer, a student construction team (MTR) was created at the institute, and our hero was appointed commander. This movement originated in the mid-1950s…

...

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…

...

Do not rush to pay a fine to Rostekhnadzor!
Organizations operating hazardous production facilities (HEP), such as drilling rigs, aerial platforms and so on, are required to carry out production control over compliance with industrial safety requirements at the…

...