Top 4 Customer Experience Trends Of 2021 To Consider For Your Business

Several businesses and customers alike have had a tough time functioning in 2020 and recovering in 2021. Your business may now be wondering, “how can we better serve our customers if we don’t know what next year will bring?” 

Well, here’s what we know so far. We may not be able to predict the weather nor the unfolding events of the pandemic. Yet, your business can optimize its customer service by taking a digital approach with your consumers.

This doesn’t mean erasing all of your hard work in strategizing an effective customer service strategy. It just means that digital solutions can help enhance the systems you already have in place.

Our cloud services division at LDI supports prospects and customers by first assessing how you currently communicate internally and externally to their end-users. We then recommend cloud solutions based on your needs and goals.

This article will help inform you of different ways to enhance your customer service by detailing four customer experience trends. By the end of this article, you’ll better understand how customer experience and digital solutions go hand-in-hand to optimize customer service.

What Are 4 Top CX Trends To Consider For Your Business? 

Customer Experience trends are significant to keep in mind no matter the industry your business is in. A key component of running a successful business is ensuring that your customer is well taken care of from the beginning of their buying journey to the very end.

Let’s take a deeper look into four customer experience trends you may want to adopt for your customer service.

1. Welcoming The Remote Customer

The remote business model has permeated various industries and the way almost every business performs its operations.

Due to the pandemic, businesses and consumers alike had no choice but to turn to digital solutions rather than in-person practices. However, with most companies and customers turning to online digital solutions, customer experience has needed to get smarter and more amenable to the remote consumer. 

Customer experience has now also adapted to meet digital-first, remote-focused, and mobile-centric consumers where they’re at. 

Online collaboration tools like Zoom and Microsoft Teams have now become the new norm for virtual meetings. Cloud-based phone systems are also rising to ensure that customer experience representatives can work remotely while supporting a customer. 

Customer experience now encourages more flexible and engaging options for consumers to get support during their buyer’s journey.

2. Using Data Analytics To Gauge Customers Needs

With more consumers engaging in online digital solutions, data analytics has proven essential to the customer experience.

Support your business is looking to get a better read on your demographic of consumers. Data analytics best practices can help you spot trends and identify new customer behavior patterns.

Think about it. If your sales and service teams focus on logging interactions and sharing real-time insights, your company would have a unified understanding of your customer from all segments of your business.

Data analytics helps you understand who your customers are, what they purchase, and how they prefer to engage with your services.

With digital solutions taking precedent in the world of e-commerce and businesses everywhere, it’s imperative to use data analytics tools to serve your customer better.

3. Utilizing AI-Driven Automated Solutions

As the focus on digital transformation and customer experience increases, more businesses are including artificial intelligence-driven automation. Why?

Well, improving operational productivity for your business while enhancing a consumer’s experience can be considered a big win for any company. 

Solutions such as data-driven agent assist functions, predictive routing, and automated contact center after-call work (ACW) actions will continue to evolve as we turn the corner into 2021.

What happens during the customer interaction is equally as important as what happens after. That’s why an AI-driven automated process will only drive efficiencies and CX agent performance. 

4. Incorporating Chat Bots To Service More Customers 

Have you ever dialed a customer support number only to be put on hold with loud smooth jazz playing as you wait patiently for an agent to answer? Trust me. We’ve all been there.

Instead of putting your existing client or future customer through that, why not include a chatbot on your website to help out?

Chatbots can address customers’ repetitive inquiries without needing to reach out via phone or email to prevent customer frustration.

Nowadays, if you go to any website or e-commerce site, chatbots have become the new norm. Chatbots are a viable solution for any business looking to improve its customer experience.

Ready To Consider One Of The CX Trends Listed Above?  

Customer experience is ever-changing because our customers are ever-changing. Suppose our customer’s experience when purchasing a product or enlisting a particular service isn’t seamless. In that case, it can affect the reputation of your business and its sales.

At LDI, our focus is on helping our prospects and customers understand new cloud solutions that can alter their business and enhance their operations. 

We help clients leverage CCaaS and UCaaS (Unified Communications as a Service) to align their business around a central communications platform to help streamline their communication efforts with end-clients 

To better understand how UCaaS can help your business, check out this article: Unified Communications: 4 Key Benefits for Hybrid & Remote Teams.