Latest Trends shaping CX redesign in 2021

Latest Trends shaping CX redesign in 2021

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Latest Trends shaping CX redesign in 2021

Customer Support Outsourcing

In 2021, enterprises want to achieve the goals planned in the last year. Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Companies adopting new techniques may incur a hike in expenses but CX will make them stand out of the crowd. 

During Covid-19 in 2020, when countries were under lockdown, it was only the CX that has saved the companies which were focusing on customers. Companies were able to retain their customers only because of their unique CX design. Even the small businesses were investing in Customer support outsourcing to enhance CX during the lockdowns. Thus, new trends reshaping CX design emerged in 2021, demanding diversity in CX strategies. Here are some trends that are shaping the way businesses are reimagining the CX.

Real-Time Omnichannel Support

Omnichannel support is the new trend in CX. Customer Support Outsourcing teams, as well as in-house teams, are now using various communication channels while dealing with the customers. This allows a user to connect to a customer support agent through phone calls, email, chat, SMS, and social media, etc. This allows the companies to get an in-depth understanding of customer needs.

Mobile Friendly Support

Mobile is not only a digital bridge to the physical world but also a new CX trend. So, a mobile helps to influence your business, transforming the entire operation of customer support. Mobile plays the lead role in efficiently handling the customers by Customer Support Outsourcing teams. Resolution of the issues through mobile phones puts a positive impact on CX. Today, a majority of people have mobile phones, thus customer support via mobile phones is beneficial for every business.

Automated Self-Service Trends

The quality of customer support that the support team offers represents the brand image. Automation maximizes the ability as well as productivity of the customer support team, minimizing the response time. Thus, automation is an important trend molding CX, leading to CSAT.

Support via AI Chatbots

One of the most supportive CX trends is the use of chatbots to deal with customers without human support. Chatbots facilitate companies to provide a portal for 24X7 support via AI automated replies that readily assist the customers with their queries. Integrating chatbots in the customer support section is a cost-effective solution to deal with the common inquiries of the customers.

Getting in touch with Social Media Channels

Social media is an innovative way to get in touch with customers. Businesses must be active on the trending social media platforms in today’s time. Social media not only helps to rank your business but also to deliver swift social media customer support. Nearly 63% of users expect brands to offer quick support via social media channels. The user queries are displayed to the customer support team on their dashboard. So, the team can contact the users over the same platform to provide a quick resolution.

Shifting to Proactive Support

For decades, businesses have been using the old reactive support strategy. In this, a customer needs to contact support with a problem and has to wait for getting a resolution. This leads to a poor CX because the customers have to wait for a long time. But, as per the latest CX trends, the companies providing Customer Support Outsourcing services are adopting a different approach i.e. proactive support. It allows businesses to get along with the common customer issues before they arise.

Good customer support is one of the imperative ingredients that impact business growth else. Therefore, it’s necessary to apply the emerging customer support trends to rejuvenate the CX. Today, the business is not just gaining new customers, retaining the current customers is also part of the game.