This briefing is part of our Digital Transformation Monthly 2022 in Review, which looks back over the trends that defined the past year and considers how they might impact the year to come.
Snug CEO Rob Bridgman explains how the sofa-in-a-box company provides a great customer experience, from product through to delivery and customer service.
In the face of persistent uncertainty, and with demand for digital services and experiences at an all-time high, customer service has become even more crucial for businesses. This has accelerated a number of trends taking place across sectors, from automation to social messaging, AI-powered technology to bespoke digital customer service.
Throughout the second half of the 2010s, “customer success” – both as a business concept and as a function – has steadily been growing in popularity.
According to research by Ofcom, the average UK consumer checks their smartphone every 12 minutes of the waking day. This level of ‘digital dependency’ (and 24/7 connectivity) means that consumers are now more demanding than ever before.
Before you head off to enjoy the weekend, don’t forget to check out this week’s bumper stats roundup.
Social media customer service isn’t an optional extra these days. As customers, we chose to contact businesses at the time, and on the channel, that best suits us.
The vast majority of interactive AIs (chatbots, conversational interfaces etcetera) operate on the principle of conversation trees – making them functional but uninspiring to interact with.
In most cases, the programmer defines questions and a list of possible responses that the AI can return – in a similar way that Alexa Skills and Google Home Actions are built.
Customer experience (CX) is a broad term which can cover many areas: Acquisition, content, conversion, and, of course, ongoing customer service.
‘Customer experience’ (CX), as a discipline, is starting to mature. What was once a fashionable buzzword which drove organisational change has now become a routine category of management reports.
No-one likes getting bad reviews. Just ask those companies reportedly paying for customers to leave five-star feedback.
Could this kind of behaviour be due to the fact reviews are the power behind digital retail success?
Social media has revolutionised the way brands deal with customer service.
Now, many people don’t think twice about messaging a brand on Facebook and Twitter – often doing so long before they pick up the phone or speak to an employee in person.