Many organisations we work with across multiple industries face difficulty delivering excellent customer service. Providing a seamless and efficient customer experience across various channels, such as email, phone, chat and social media, is still challenging.

In addition to multi-channel support, there is still a lack of a complete and up-to-date view of customer data since it is spread across multiple systems, negatively impacting customer satisfaction. Traditional customer service processes are slow and cumbersome, leading to longer wait times and frustrated customers.

Siloed departments within organisations further result in duplicated efforts, inconsistent customer experiences, and missed opportunities for up-selling and cross-selling.

Many organisations faced issues where service representatives faced limitations in accessing the information needed to resolve customer inquiries, which led to longer response times and reduced customer satisfaction.

A wave of increasing customer demands pushes for a seamless and highly personalised experience across all channels.

73%* of customers expect a consistent omnichannel customer service experience, regardless of the channel they choose to use. They expect real-time assistance, quick response times, and 24/7 company access through various channels. We observe rising demands for both multi-channel and cross-channel support that allows customers to begin an enquiry via one channel and complete it via another. A good example is creating a support request via phone or chatbot and completing requests vis SMS or chat platforms such as WhatsApp.

Personalisation is key, as customers expect companies to have a complete view of their history and preferences and use that information to tailor their customer experience. Artificial intelligence and automation play a crucial role in achieving such customer experience, and we are noticing that more customers expect companies t utilise these technologies to provide a more efficient and effective service.

Not to forget self-service options that are in high demand, as customers want to find answers to their questions and resolve issues on their own without having to contact customer service.

We keep privacy and security top of mind, as our customers expect their personal data to be protected and secure. They also expect transparency from companies regarding the usage of their data.

“48% of customers have switched brands for better customer service, and 94% say good customer service makes them more likely to make another purchase”.**