This is the third post in our series of Seven Customer Service Insights for 2020 and Beyond.
Over the past decade, all sorts of tasks have been automated across all sorts of industries. It’s now commonplace for people to be able to help themselves quickly and easily. In fact, they really don’t want to contact a company at all, if they can possibly help it.
This series of posts is designed to help medium-sized brands professionalise customer service in preparation of conversational commerce. In each post, we look at a major trend — from chatbots to Live chat, hyper-personalisation and more — and offer actionable advice.
To introduce them, we first explore how eCommerce and online customer service has evolved over the past 10 years. By looking back, we may get a clearer idea of how things may evolve in the next 10 years.
This is the first post in our series of 'Seven Customer Service Insights for 2020 and Beyond'.
Welcome to the Twenties! It might sound like hype that customer service has changed forever, but it’s a 100% bona fide, genuine, fact. 2020 signals a major demographic tipping point with big consequences for customer expectations, customer experience, and customer service.
The goal of eCommerce and digital directors is to help brands maximise commercial outcomes from their digital channels. And tackling customer service is just one part of this, so the amount of attention they can put there is often limited. However, a director’s leadership plays a critical role in how quickly a department professionalises and even its level of success. This is why, our coaches help directors develop a Commander’s Intent — something one of America’s greatest CEOs was all too familiar with.
Now that WhatsApp has launched WhatsApp Business, companies cannot use the standard WhatsApp version anymore to communicate with their customers.
To integrate WhatsApp into your customer service technology suite, you first need to get an account at a verified supplier. Then, you need to make sure your customer service technology provider properly supports WhatsApp Business.
This is what you need to know.
According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.
Knowing this, the first thing you would expect retail brands to do is to start getting their customer service house in order ... wouldn’t you? After all, customer service is the department most likely to make the quickest, most positive impact, on your CX — and prevent up to 70% of customers from leaving along the way. Sound too good to be true? Let’s see.
At the Internet Retailing Expo 2019 (IRX), ROBIN’s Brand Chief, Michiel Gaasterland was interviewed on camera by IRX’s Founder and Editor-in-Chief, Ian Jindal.
In What to Bot, the first of this two-part mini-series, we cut through the AI hype and ended by offering a simple formula to help you decide whether to bot or not. Overall, the answer was a resounding, yes!
But not everything that can be botted should be.
AI and chatbots have been such a huge topic for us and our customers at ROBIN this past 12 months that we’ve put together a two-part, deep-dive blog post in which we will help you:
- Cut through the BS around AI and chatbots;
- Figure out what to bot and what not to bot; and
- Win at customer service in a future that will be dominated by those who get the best out of both tech and humans.