Customer experience (CX) has been undergoing quick significant changes since the COVID-19 pandemic as consumers continue to shift from brick-and-mortar shopping to ecommerce.
What does this mean for businesses? Obviously ramping up efforts to digitize most of their services will be a norm in 2023, but what other trends should business owners look forward to?
The Ecommerce Shift
As physical stores temporarily shuttered, consumers flocked to online platforms for their shopping needs. Ecommerce became a lifeline, providing a vast array of products and services available at their fingertips. The convenience of browsing and purchasing from home, coupled with doorstep delivery, appealed to a wide range of customers.
The pandemicโs impact on consumer behavior is evident in the sustained growth of ecommerce even as restrictions have eased.
The pandemic exposed consumers to the advantages of online shopping, leading to a surge in first-time ecommerce users. This unprecedented influx of new online shoppers opened up a vast market for businesses, prompting them to invest more heavily in their online presence and customer experience.
2023 CX Trends and Upgrades
As we delve into 2023, customer expectations are reaching new heights, driven by the advent of emerging technologies and a growing demand for personalized customer experiences. Here are the prominent customer experience trends that are shaping the business landscape this year.
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Personalization as the Main Driving Force
The more personalized the service is, the more likely customers are to make a purchase. Businesses have multiple ways to personalize their services from calling customers by their names to formulating unique solutions based on their feedback. Taking advantage of the personal data that customers share has become a best practice for businesses these days.
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Digital Customer Experience (DCX)
DCX is the overall experience and interactions that customers have with a brand through digital channels like websites, mobile apps, or social media platforms.
With consumers relying heavily on their devices to make purchases, DCX is expected to be relevant in 2023. True enough, CMSWire states 79% of customer service providers will continue to prioritize personalization through digital means, as reliance on software grows over time. Businesses, for example, use social media to gather customer feedback on their products.
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Conversational Customer Experience
According to the Zendesk CX Trends report, more than 70% of customers expect a conversational service while interacting with a brand. Businesses can do this by adopting a multichannel approach and learning the different tones people use in each channel. Having an effective live chat, for example, enables customers to talk to agents without using a phone.
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Data Privacy
Unsurprisingly, consumers continue to be concerned about how businesses use their data when they interact digitally. A report by McKinsey says 71% of customers would leave a brand if their data is shared without their permission. Businesses do their part by partnering with a CX outsourcing firm that has enough data security certifications.
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AI-Assistance for Customer Support Agents
Artificial intelligence (AI) continues to develop quicker than people expected. The customer service industry can benefit from this by helping agents with their training. Behavioral coaching through AI reminds agents of the best practices that will ensure a good customer experience. Another example is AI assisting in the automation of customer data processing.
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Analytics Tools Making Brands Proactive
The best way for brands to show how proactive they are is through self-service options like knowledge bases and FAQ pages. However, in-app messaging is becoming a better way for brands to give proactive assistance. Analytics tools allow customer service providers to anticipate a productโs potential weakness and help customers through them.
Partnering with an Outsourcer to Meet Customer Demands and Embrace CX Trends
As customer experience trends evolve rapidly, businesses face the challenge of meeting new demands while optimizing resources. To stay ahead, companies can leverage the power of CX outsourcing call centers.
In 2023, outsourcing partners provide a strategic advantage, enabling businesses to enhance customer experiences, embrace emerging trends, and drive sustainable growth.
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Expertise and Scalability
Outsourcing call centers bring a wealth of expertise and experience in managing customer interactions. By partnering with a reputable outsourcing provider, businesses gain access to skilled professionals trained in delivering exceptional customer service.
These agents possess the knowledge and tools to implement hyper-personalization strategies, seamlessly manage omnichannel experiences, and leverage voice technology effectively. Moreover, outsourcing partners offer scalability, allowing companies to flexibly ramp up or down their customer service operations based on demand, ensuring optimal resource utilization.
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Advanced Technology and Infrastructure
Outsourcing call centers invest in cutting-edge technologies and robust infrastructure, providing businesses with access to state-of-the-art tools and systems. These technologies include CRM platforms, analytics tools, speech recognition, and AI-powered chatbots, which facilitate efficient call handling, data analysis, and automation of routine tasks.Leveraging these resources, companies can deploy augmented reality and virtual reality experiences, optimize voice interactions, and offer seamless customer journeys across multiple channels. Outsourcing partners continuously upgrade their technology stack, ensuring companies stay ahead of the curve.
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Multilingual Support and Global Reach
In an increasingly interconnected world, businesses must cater to diverse customer bases. Outsourcing call centers offer multilingual support, allowing companies to communicate effectively with customers worldwide. This global reach is especially valuable for businesses expanding into new markets or seeking to provide localized experiences.
By outsourcing customer service operations, companies can tap into a vast talent pool of multilingual agents who understand local cultures, language nuances, and customer preferences, facilitating stronger connections and higher customer satisfaction.
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Cost Optimization and Flexibility
Outsourcing call centers provide cost optimization benefits by eliminating the need for significant investments in infrastructure, technology, and employee training. Instead, companies can leverage the expertise of outsourcing partners on a pay-per-use basis, aligning costs with actual customer demand. This flexibility allows businesses to allocate resources strategically, investing in other areas such as product development, marketing, or research.Outsourcing call centers also offer flexible service models, such as 24/7 support or seasonal capacity adjustments, ensuring businesses can meet customer needs effectively.
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Focus on Core Competencies
By outsourcing call center operations, businesses can concentrate on their core competencies and strategic initiatives. Partnering with a trusted outsourcing provider allows companies to offload the day-to-day management of customer interactions, enabling internal teams to focus on innovation, product enhancement, and business growth.
This division of labor maximizes efficiency and ensures that businesses can capitalize on emerging customer experience trends without compromising their core operations.
Is your business ready to adopt these 2023 CX trends? Donโt worry if you havenโt fully prepared yet, as Open Access BPO is always here to help your brand grow and thrive. Our signature multilingual and multichannel approach to customer support remains one of the most reliable out there.
Reach out and tell us what you need! Letโs start crafting a CX outsourcing plan that addresses your customerโs needs and your brandโs goals, following your budget and desired timelines. Contact us today!