Staying ahead in the customer service industry is crucial for organisations’ competitiveness. In this article, we delve into organisations’ present challenges in delivering exceptional customer service. We also examine the evolving customer demands and how modern technology solutions can help meet these demands. It’s important to note that technology is only one aspect of the equation. A well-designed service strategy, industry expertise, and measuring key success metrics are crucial in successful customer service transformation.

Many organisations we work with across multiple industries need help delivering excellent customer service. Providing a seamless and efficient customer experience across various channels, such as email, phone, chat, and social media, still needs to be improved.

In addition to multi-channel support, there needs to be 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 wait times and frustrating customers.

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

Many organisations we work with 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 allow 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 via SMS or chat platforms like WhatsApp. * Salesforce Research: State of the Connected Customer 2020

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 to utilise these technologies to provide a more efficient and effective service.

Remember, self-service options are in high demand, as customers want to find answers to their questions and resolve issues independently without contacting customer service.

And remember that privacy and security are top of mind, as customers expect their personal data to be protected and secure. They also expect transparency from companies regarding the usage of their data.

Many organisations we work with consider service design as a crucial aspect of customer service and find that it is essential for them to stay ahead of the curve to meet rising customer demands. It is about having a good product or service and providing a seamless and positive customer experience throughout the journey. A well-designed service process helps organisations to differentiate themselves from their competitors, increase customer satisfaction and loyalty, and ultimately drive business growth. 

As customer demands continue to evolve, companies need to invest in modernising their customer service processes, which means integrating customer data across departments, providing easy access to information for service representatives, and streamlining workflows to increase efficiency. By doing so, organisations can ensure that their customer service teams have the tools and information they need to deliver exceptional service and meet the needs of their customers.

One of the most effective ways for organisations to meet these demands is through technology. As partners of Salesforce and MuleSoft, we have helped many organisations to digitise their service offerings by leveraging Salesforce Service Cloud – a powerful tool that can assist organisations in meeting demands by integrating customer data across departments and providing easy access to information for service representatives. With the Service Cloud, organisations can streamline service processes, automate workflows, and offer omnichannel support, providing a more positive customer experience and increasing customer satisfaction. Additionally, by leveraging Salesforce’s Digital Engagement and Voice capabilities, organisations can provide customers with a more personalised and convenient experience, meeting the demands of today’s always-connected customers. 

To bring data in and out of Salesforce, we have a team of integration experts that leverage MuleSoft‘s integration and automation capabilities to make data exchange between systems seamless. 

To ensure success with these tools, organisations need to carefully plan their implementation and train their service teams to use them effectively. Proper implementation will consider the customer journey, evaluate the existing service processes, and ensure that the technology aligns with business goals and objectives. By doing so, companies can optimise their service design for success and their customer’s demands are met, leading to increased customer satisfaction, loyalty, and, ultimately, business growth. That’s where we at J4RVIS come in! 

Our team has helped many organisations prepare for the next wave of digital customer service. We are experienced consultants that understand your industry and bring the product and service know-how to assist in designing your future state service. We work with organisations across industries, and our team members have led some of the most successful service transformations. 

Talk to us to learn how we can help you to modernise your customer service operations and learn about our tailored accelerators using the latest AI technology, such as ChatGPT, openAI and other platforms to increase agent productivity and measure customer sentiment more effectively.