Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Customer Service Is Poised for an AI Revolution by Vala Afshar
(ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases.
My Comment: Are you ready for the AI Revolution? Use of AI in customer service is predicted to increase by 143 percent over the next 18 months. It’s only going to get better. My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service.
A Complete Guide to Social Media Customer Service by Anna Bredava
(Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.
My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.” I’ll argue that it is not a “complete guide,” but it is an excellent guide, worthy of your attention. A nice article featuring some of the most relevant trends and strategies happening in social customer care.
(Salesforce) Today, we’re releasing a new research report that shows just how trends in customer service are evolving in this hypercompetitive customer landscape.
My Comment: Our friends at Salesforce have just released their 2019 “State of Service” report. This is a short summary with highlights of some of the most important trends. I’m betting you’ll like this information to download the full report.
If You Want to Thrive, Focus on the Customer Experience by Rhett Power
(Inc.) To show your customers how great it is to do business with you, start by not making them wait.
My Comment: Does your online presence give your customers the experience they deserve? The speed of your website can have a dramatic impact on the customer experience – to the point that a slow website can cost you more than you think. The article points to Google research that indicates more than half of consumers will abandon your mobile website if they have to wait longer than three seconds for it to load.
(TotalRetail) While many businesses and consumers have embraced chatbots and automated features in order to make service inquiries and share personal information, the relationship between customers, chatbots and brands still needs one critical thing to work — the human touch.
My Comment: Trust is a big part of the customer experience. Regardless of how good a product or price is, if customers can’t trust the company they are doing business with, they move on. With all the data breaches and the questionable practices of some popular websites, trust in the customer experience is paramount.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken