The Changing Dynamics of Customer Support Outsourcing in 2020
As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. With every business sector changing drastically and digitally, the catalysts of business processes are rapidly making their way towards the reinvention of their strategies. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. With that in mind, take a look at what else 2020 has in store for the businesses to strengthen their diversified models based on customers.
Automation Backed Support The many decades of outsourcing operations have vigorously impacted the functionalities and growth of businesses. However, businesses are beginning to push outsourcing’s boundaries into the core and advanced business areas. Therefore, in order to put innovation in customer support outsourcing, they are adapting automation rather than merely depending on manual operations to quicken up the entire support operations. Automation can certainly unfold the potential of cost-saving strategies and quicken up the processes for desired outcomes.
Intelligent Self-service AI tools
Besides cost-effectiveness and agility, the services providing companies will opt for self-help tools and a library of managed information to empower customers. Such type of self-service tools can help organizations to resolve minor issues on their own. It is one of the imperative customer-centric solutions to look in 2020. Research says that 50% of Customers will Experience an AI-Based Customer Support Interaction by 2020. Also to meet customer expectations, most of the call centers can leverage tools like FAQs as well as technologies such as pre-recorded messages to improve customer support.
Online Preferences Among other interaction channels with customers, social media is emerging as a need for businesses to act upon. The reason behind this compulsion is that it allows companies to respond quickly to inquiries and resolve them at the same time. Not every channel defines the approach to observe customer needs and complaints as an online medium
can do. This, however, reduces the conventional methods of calls, chat, and email waiting time to sort customer issues while increasing the brand’s value. Moreover, with quality CX becoming a key metric, the focus of enterprises will shift to offer an omnichannel experience means to consider channels altogether for customer support outsourcing.
Personalized Customer Experience Businesses around the globe are gearing up with the needful technology and training methods to offer similar and effortless experience across all available platforms and devices. Customers will increasingly demand outsourcing services that are favorable to design, aesthetics, culture, and experiences. Thus, for maintaining a greater focus on services and offerings design and the seamless user experience, a client-centric approach with particular emphasis on personalization will be essential. To conclude with, engineering and services have worked in separate states, each doing their own thing without really collaborating. As we now head into 2020, companies have to combine their engineering and service efforts to create a stronger impact in operations. There can possibly be two ways to handle customer service functioning, first is to manage questions repeatedly and conventionally or to solve the problems through automating techniques. One aspect is not always enough, especially when considering the frequency of the issue.
Therefore, when methods of customer support outsourcing mingled up with
engineering, they can make a strong bond and find the balance in handling customer complaints while ensuring that services are customer-focused and intuitive.