Trends in Customer Communication in 2020

Trends in Communication

The future of customer communication could mean the future of your business. As consumers adopt new technologies, their demands are increasing. If you fail to meet their expectations, they will go to your competitors.

The way you communicate your customers has a direct impact on their experience and behavior. If you want to remain competitive, you need to keep up with the latest trends in communication and build lasting connections with your clientele.

Satisfied customers are willing to spend up to 16 percent more on a company’s products and services. About 63 percent would share more information with a brand that meets their expectations.

Virtual reality, live streaming, and automation have shaped customer communication in 2019. These trends are still in.

The question is: how do you stay ahead of the competition in the New Year? What do customers expect when it comes to keeping in touch with their favorite brands?

Let’s break down the latest communication trends and what they mean for your business!

AI Is Shaping Customer Service

Artificial intelligence (AI) is going stronger than ever before. In 2020, a growing number of companies will use this technology to empower customer service agents.

Not too long ago, AI and chatbots, in particular, were perceived as a threat for customer service reps. The mentality has changed, though.

Today’s CX professionals believe that chatbots will empower, not replace, agents.

AI can free employees to focus on more important tasks, such as creating highly personalized experiences and identifying opportunities for upselling. As a company, you can use chatbots to answer basic questions from prospects and customers, provide assistance, and more.

More than half of buyers believe that using this technology can increase interaction success and speed.

About 65 percent would rate their experience with chatbots as “friendly.” Approximately 58 percent of them say that chatbot technology is best for simple to moderate requests.

By using AI, your company will be able to handle customer requests faster and with greater accuracy. Your agents, on the other hand, will more time to handle complex situations.

Customers Expect Personalized Experiences

The need for personalized customer experiences isn’t new, but it’s here to stay. The same goes for personalized communication.

A staggering 80 percent of customers prefer to buy from brands that offer highly personalized experiences. Furthermore, nearly half of buyers have made impulse purchases after receiving personalized recommendations from a brand.

As a marketer or business owner, you need to learn about your customers so you can personalize each interaction.

For example, you can use a tone that matches the client’s personality. A customer who enjoys sharing opinions and having longer conversations differs in personality and buying preferences than one who prefers short, formal conversations.

Another strategy is to deliver personalized content to your customers. If you’re sending out promotional emails, customize them for each client.

Consider using customer communications management software to track customers’ preferences across all channels. This will allow you to learn more about your target audience and deliver individualized messages.

Self-Service Is Gaining Momentum

About 81 percent of customers try to solve things on their own before reaching out to a live representative. Therefore, it’s not surprising that a growing number of organizations are investing in self-service technologies.

Self-service isn’t just convenient but inexpensive too. This option involves significantly lower costs than phone calls, emails, and live chat. On top of that, it can take many forms.

For example, one way to integrate self-service into customer communications is to set up a knowledge base. Think videos, how-to guides, step-by-step instructions, and so on.

Another option is to enable buyers to track their order status. This way, they won’t have to reach out to customer service agents to ask whether or not their order has been shipped and how long it takes to arrive.

Give Customers a Real Feel with Augmented Reality

Real estate agencies, fashion brands, and other businesses are now using augmented reality (AR) to interact with their customers. This technology provides consumers with a 3D experience while easing the discomfort they may feel when interacting with strangers.

For example, not everyone feels comfortable meeting real estate agents or salespeople. Augmented reality allows them to get a real feel of the products or services they’re interested in without the need for face-to-face interactions.

With AR, you’ll finally be able to reach those customers who never find the time to visit your store or meet your sales agents.

If, let’s say, you’re an architect, you can use AR to create virtual model holograms and 3D plans. This way, you’ll give your clients a true sense of the space and make their experience more interactive.

Leverage the Latest Trends in Communication to Grow Your Business

The latest trends in communication focus on the customer experience. Becoming a customer-centric organization can help you reach a wider audience and gain a competitive edge.

The key is to anticipate customers’ needs and collect feedback. Furthermore, you need to provide your clients with added value before, during, and after each purchase.

But you don’t have to do these things on your own. Now you can leverage the power of automation to deliver outstanding customer experiences.

In this digital era, companies can use automation software to map the customer’s journey, track interactions, and personalize communication.

Choosing a customer communication platform isn’t easy, though. There are dozens of software programs, and each has its perks. Check out our guide to see what you should look for and make an informed decision.

Better yet, sign up for a free trial to see how our products work! We provide the tools you need to streamline digital interactions and keep your customers coming back for more.