Research suggests that around 44% of decision-makers are planning to invest more cash into CX software by 2023. This makes sense in an environment where companies are operating more consistently in an online world, and the demand for CX is growing.
By the time 2020 came to an end, many organisations had already begun shifting to a cloud and software-focused approach for customer engagement and satisfaction. Now that spending in this space is increasing, what kind of software is likely to earn the most attention?
CX Software Supporting the Shift to Digital
Back in 2020, many brand and customer interactions shifted to digital almost overnight. Even once the pandemic is more manageable, experts say that there will be an increase in digital customer service interactions. To keep up with rising client expectations, businesses will need to ensure that they’re addressing the following trends:
- Omnichannel CX systems: Today’s consumers want to interact with companies from multiple different channels, ranging from SMS to online chat. More importantly, they want their conversations to be seamless from one platform to the next. Contact centre tools and CRM systems that allow for a comprehensive back-end where agents can analyse and respond to queries from different platforms will be crucial. Brands will need to ensure they have what it takes to align the digital journey
- Experimentation with new technology: The rise of the pandemic also pushed consumers to try new things more frequently. Around 1 in 10 US online adults are expected to begin experimenting with virtual or augmented reality this year. Just as clients adapted to the rise of chat bots and smart assistants, they’ll be looking for businesses that can invest in the cutting edge of CX technology too
- Better analytics: Analytics will be a must-have for the future of excellent customer service. Supervisors and team managers will need analytics to determine the success level of their team members, and discover which employees need more help. Elsewhere, agents and their leaders will also need analytics to understand customer sentiment, assess satisfaction trends, and create informed strategies for business growth
- Support for remote work: Agents will need to have access to the same software they use every day in the office, wherever they’re going to be working from. This includes secure access to phone numbers and professional business accounts. Companies will invest in software that empowers the remote agent, while keeping them safe
The Opportunities are Evolving
The rapid growth of the digital world for customer experience and engagement is driving new opportunities for companies all the time. We have CPaaS (Communication Platform as a Service) opportunities where businesses can build new platforms for communication, and analytics into existing platforms. The rise of AI and automation means that agents can get more help with their service strategies, no matter where they are.
As we continue to experiment with this new, digitized environment, different companies will discover new ways to delight their clients through everything from self service solutions, to VR programs where clients can see products or showrooms as if they’re there in person.
