Here are the five key trends that will shape the 2021 Customer Care Landscape. This information can help create a solid blueprint for how care support leaders can ensure everything finds balance. Balance, in this case, means being high levels of efficiency, a great customer experience, and measurable bottom-line impact.
Chatbots, for customers and agents
When customers do need to reach out, chatbots are powering faster resolutions to their queries while simultaneously reducing overhead for frontline agents. Modern chatbots can triage issues, route customers, and even answer routine questions, all on their own. It’s crazy how quick these small things make big impacts.
Companies who use chatbots are 65% more likely to report a definite improvement in their resolution times and 33% more likely to report a definite improvement in customer satisfaction scores. What’s more, Care Support teams who use chatbots are 27% more likely to meet increasing customer expectations.
ROI, yes ROI in 2021
Today the leading metric for Care Support teams is customer satisfaction. Nearly 25% of Care Support leaders say this is the metric they track most closely. Measuring customer satisfaction enables businesses to know just how successfully they are meeting customer expectations. It’s also a crucial leading indicator of future churn and retention.
What customer satisfaction is not is a measure of ROI. When it comes to the bottom line, customer satisfaction hasn’t been able to tell us in dollars how many customers your agents helped retain or grow.
Simply put: good care support is good business
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