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4 Customer Engagement Trends To Follow in 2017 .pdf


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4 Customer Engagement Trends To Follow in 2017

A customer service call center has to connect customers in an innovative way. The
latest statistics by Walker have revealed that around 86% of the customers are
ever ready to pay hefty prices for quality products and services. So, the
question is how effectively a customer care executive can convince a customer for the
product so that he may buy the same.
Nobody likes a boring conversation. During a live chat with the customers, the efforts of
the telecallers should be towards engaging the customers and make each conversation
more interesting and insightful. This year, a lot of innovations have been added to the
call center services.
1)The Cloud Software: Currently, most of the call centers work on Cloud software.
Around 71% of them use hybrid cloud computing and platform for call centerrelated activities. A recent research study has confirmed that the cloud-based call
center is likely to reach $15-billion in the next couple of years.
2)Social Media Support: Of late, most people like to contact a company immediately
on social media. Facebook, twitter and linked in are some of the popular social
networking sites where customers can directly contact the company on the social media
platform.

The statistics from Global Web Index claim that around 2.5-billion people worldwide use
communal media, so offering customer support services on social networking sites can
be convenient to customers across the globe.
3)Artificial Intelligence (AI) and Robotics: AI is the latest innovation to the
customer care services. Now, chat bots and intelligent assistants are put to resolve
customer’s grievances using predefined text and automated videos. Big brands like
Louis Vuitton, McDonald to Domino’s Pizza are offering a seamless experience to
customers using the chatbot options. They offer tailor-made recommendations to the
customers depending upon the queries.
4) Customer-centric products and services: By offering customer oriented
products, the firm provides astute contact support services to callers. These products
always rule the minds and hearts of the people.
Deloitte’s research study has confirmed that 60% of the companies solely
focused on customer-centric products by offering better telephonic support
register more profits than other methodology. Hiring outsources customer care call
center is a good strategy to expedite a firm’s customer care services. The recent
Microsoft survey has divulged that 82% of the customers can wait for maximum 5
minutes. They will churn out if the time goes more than that.


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