Customer service and communications is rapidly changing, with new technologies providing brand new ways to enhance the customer experience.
Therefore, here are the top picks for communications in 2021, following 6 communication trends that you really should not overlook this summer.
At least 40% of people in the US have said that they have used chatbots to engage with the retail industry. As many industries move their platform more online, chatbots can be used to collect initial information, taking pressure off customer service representatives, and strengthening user experience.
However, it is important to note that chatbots should not be used exclusively for customer service – they work better when used in conjunction with actual humans. This can be seen in companies such as Hermes, which regularly gets 1 star on Trustpilot due to only offering a chatbot instant message and phone customer service, with no way to speak to a real advisor.
- Business phone systems
Instead of giving employees a physical business handset, many companies are providing their staff with a virtual business phone system, such as the business phone systems by Gamma. These phone systems are much more scalable and a cost-effective alternative to traditional business phones.
Gamma’s business phone systems are cloud hosted, allowing employees to install an application or access their phone through a web portal on their personal smartphone device, laptop, or PC. This allows users to separate their work and personal usage, whilst benefitting from the ease of only needing one phone handset for everything.
A reported 91% of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them, as opposed to sending out impersonal and irrelevant marketing emails.
There is no wonder, then, that personalisation is on the rise in recent years, going beyond marketing to build a relationship with each customer with every interaction.
- Use of environmentally friendly options
Whereas some businesses might have used printed flyers and posters, or sent out letters and newsletters to their subscribers, most people prefer their communication to be received digitally instead.
This is due to the increased emphasis on becoming environmentally friendly and sustainable, and so wasting paper and other resources can serve as a disadvantage to your business. In fact, 62% of luxury good customers stated that they would choose a brand that supports sustainability over a brand that does not.
- Privacy and security
Data breaches and scams are happening at an alarming rate in 2021, which looks to be a trend that will continue. Therefore, customers are more conscious than ever about their data and security, leading many businesses to improve their cybersecurity.
In the era of “fake news” consumers truly appreciate and value companies that are honest and truthful. Instead of making them read between the lines, communicate clearly, transparently and in a friendly manner on all mediums, creating relationships that last.
And there you have it – 6 communication trends that you really shouldn’t overlook this summer that can revolutionise how you communicate with your colleagues and customers.