In recent times, customer service has overtaken factors like price, product quality and variety as customers’ priority when making purchase decisions.
This year, brands must focus on being omnipresent for their customers across channels to retain existing audiences. Similarly, gathering customer feedback and review is crucial today, for brands to improve their offerings, enhance CX and boost positive word of mouth.
Instead of collecting feedback only after purchases, brands to gather real-time feedback at several touchpoints to ensure smooth CX in 2022. Businesses will also have to strike the right balance between leveraging technologies like AI and offering a human touch so that customers can enjoy the best services.
The online medium is all set to expand, beyond messages and emails this year. Brands can make use of voice and video conferences to make their message easier for customers to understand. Similarly, right from surveys to email-embedded links, brands must adopt a mobile-friendly approach to connect seamlessly with customers.
[6 minute read]