Shared by Contractor In Charge.
New technologies are disrupting almost every industry, and customer service is no exception, as the pros at Contractor in Charge have definitely noticed. In fact, the way customers interact with brands is changing so much that many experts believe this is the year of the customer in retail. But what does that mean for you as an e-commerce brand? Are you expected to change your entire strategy or just adapt it? How can you keep up with these trends, and what are the implications if you don’t? Let’s see if Contractor in Charge can answer those questions.
Voice assistants and chatbots – by Contractor in Charge
The importance of voice assistants and chatbots continues to increase in 2022, according to data collected by Contractor in Charge. Thanks to the growth of voice-activated services like Amazon Alexa, Google Home, and Siri, voice interactions are becoming increasingly important.
Keep in mind, though, that this trend doesn’t mean that you should ignore traditional communication channels like email or phone. Instead, you should use every channel possible to improve the customer experience.
One of the best ways to do this is by implementing a chatbot for your online store, social media, or website. Chatbots are designed to interact like a human customer service agent would.
Voice assistants and chatbots are definitely here to stay, so it’s up to you to figure out how to use them to your advantage.
Image credit: Andrea Piacquadio
Virtual reality and 360-degree images
Virtual reality (VR) and 360-degree images are set to take off in 2022. More brands are embracing these technologies and using them to engage, excite, and educate their customers.
While video marketing is nothing new, the pros at Contractor in Charge note that VR and 360-degree images and video represent a fresh take on an old concept. This technology is more advanced and immersive than ever before. It’s more than just a video on a screen; it’s an experience.
And don’t just think they are only useful for marketing. They can also be valuable tools for customer service. For example, you could create a VR tour of your warehouses. Or, if you run a travel agency, you could show your customers what to expect on their trip.
Leading with values
Values are becoming increasingly important in customer service. B2C brands use values to create emotional connections with their customers. They create the perception that their customers are in good hands. That’s because values help customers understand exactly what a brand stands for.
For example, if you sell eco-friendly products, you could use your brand’s values to convince customers to buy from you. You could let them know that you care about more than just making money. You also care about the environment.
Let your customers know what you stand for right from the start. It’s a great way to start building trust and authority right off the bat.
Including more messaging
Message apps are becoming increasingly popular, and customer service is one of their biggest uses, according to Contractor in Charge. Facebook Messenger and similar options have made it easy for brands to connect with their customers in an easy-to-use app.
Messaging isn’t just useful for one-time questions – it’s also a great way to provide customer service on a regular basis. For example, you could create a bot that keeps your customers informed about the latest sales or new product releases. This is a great way to provide support without having to hire more employees. Brands are finding new and innovative ways to use messaging every day. If you haven’t considered this channel yet, now is the time to start experimenting.
Image credit: Andrea Piacquadio
Are you noticing a theme here? We’ve just discussed how messaging is becoming an increasingly important part of customer service. But what exactly is the difference between messaging and chatting? Well, messaging is usually one-way communication. You send your customers messages, but they can’t respond to you. In many cases, they might not even know they’ve been contacted by a brand.
Chatting is two-way communication. Your customers can respond to your messages. In some cases, they might even be able to start a conversation with you, or your chatbot, if they want.
The customer service industry is evolving. For success, keep up with the trends and adapt your strategy accordingly.