A New Era of Enterprise CX: Why Mobile Solutions, AI and Video Chat are on the Rise

Today’s customers demand more from customer service than ever before. They expect personalized, mobile and instant support and are not afraid to take their business elsewhere if companies are not meeting their demands—in fact, 86% of enterprise buyers will pay more for a better customer experience. Here are the three customer service trends that top brands have adopted to blow the competition out of the water.

Application leaders have to be clearly aware that customer service is extremely crucial and complex. Today, customers are better informed and have a wider range of channels and devices at their disposal. According to Gartner, “Generational shifts in expectations for better customer service and engagement will severely challenge enterprises.” These expectations include new engagement channels, AI and security and an adequate input of human support.

“Fifty five percent of consumers have higher expectations for customer service today than they had just one year ago,” said Marco Costa, General Manager EMEA of Talkdesk. These expectations are concentrated on many areas and are not specialized in one simple topic. Three trends that have taken the customer service industry by storm are mobile-optimized support, artificial intelligence and video chat.

Trend 1: Use mobile solutions to connect with customers anywhere

One of the first aspects which has to be considered is that 68% of customer support is handled from mobile phones. It has to be kept in mind that the majority of contact center communications is not happening from the computer or laptop anymore. The focus has shifted definitely to mobile devices and apps. If customers install an app or provide their mobile phone number, they are already attached to the customer support agent and therefore to the company itself, which results in pure commitment.

Trend 2: Artificial Intelligence will augment, not replace, human interactions

Chatbots are already used by many companies to automate simple customer support tasks, like changing an address or checking a bank balance. However, complex support issues still require a human agent to solve the problem. Shep Hyken argues that humans are necessary to help customers address complex problems while rudimentary questions can be automated with AI. Moreover, a report from PriceWaterHousecoopers found that human interaction is truly demanded by customers. Eighty two percent of U.S. customers and 74% of non-U.S. customers simply want more technology to support human interactions .