The patterns that will drive the customer service strategy decisions in 2020

Nowadays, it is up to customers to decide the way a firm is aimed at them. The pillars of an excellent customer service are efficiency, sentiment and skilfulness.

Due to these reasons, BlueLake has identified 6 patterns for companies in order to foster the quality and effectiveness of the customer service they currently offer and will offer in the next years.

Pattern No. 1: Self Service Automation

Corporations in which customer service is delivered adopt different techniques such as self-service. The technological era we are immersed in favours customer habits related to self-service, such as web and smartphone self-service, online communities, online assistance chats or chatbots.
As a result, companies can take advantage of this situation and should introduce and improve self-service resources. Therefore, firms would perceive a smaller amount of voice-based customer contact and phone volume, as statistics show (12% decrease in phone volume).
In the next year, customer service will keep on ameliorating devices in order to broaden the range of digital content. Consequently, customers will be able to be assisted everywhere they go and need, through different speech interfaces, applications with embedded knowledge and transportable devices for support professionals


Pattern No. 2: Artificial Intelligence

The introduction of artificially intelligent agents such as Siri was a groundbreaking invention. They satisfy the need for natural conversations between customer and the interface. Since then, these interfaces have been gradually improving in order to not just simply answer to questions, but also respond with a natural language and be able to have fluent and successful communication.
In the following years, companies will continue to enhance their customer service by introducing these artificially intelligent agents into their self-service content.
Firms must prepare the possible requirements and necessities in advance, regarding customers’ situations, expectations and previous demands to convey according dynamic alerts and appropriate content.
Therefore, the delivery of service experience will be brilliant, convenient and tailored to every customer.


Pattern No. 3: Robotics

Robots can help standardize service rendering. Robot Process Automation software is based on routine guidance processes; thanks to this system, robots can imitate the actions and performance of the service support agents by means of customer interfaces.
By introducing these methods, firms can automate customer service in some cases as claims and messages, for instance. Human personnel will only deal with exceptional cases in which personal handling is needed.
A gradual improvement in these automated processes is expected in order to ease and deliver effective and quick customer services. Therefore, companies will continue introducing RPA robots and systems that handle these repetitive tasks that can be managed without the help of physical personnel.

Pattern No. 4: Analytics & Prediction

To power up companies’ proposals, associations and decisions, managing advice is the key. Decision making is decisive in every firm when it comes to customer service delivery. Companies should decide beforehand the strategies to adopt regarding interactions with customers as well as recommendations and answers to customers’ queries.
In the future, firms will keep on spreading the analytics dominion to adapt the best set of practices according to customers. Past experiences must be analysed to get as much information as possible so as to determine the best ways to assist customers and meet their requirements. Future needs may also be predicted if the right information is appropriately gathered and examined.
More complex cases such as claims or account closing procedures should be addressed through direct interaction with company personnel in favour of a better handling and in order to strengthen customer bonds towards the firm.

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Pattern No. 5: Effectiveness of interactions 

Customer interactions through field service are the best and most personal way to foster loyalty from clients towards a company, for these interactions can build or destroy the customer-firm bond.
In the next years, advocating for technologies in the field service will deliver priceless analyses to administer agenda organization and deliveries in the best way possible, considering all important aspects in this regard. Augmented reality will present itself as a possible option to extend digital information and expand these data in a more effective way.

Pattern No. 6: IoT

Internet of Things insights are fundamental in all types of business patterns. Support automation is used to diagnose and manage beforehand possible problems with the devices that are involved in the system. This kind of service enables companies to accelerate and cheapen the decision-making process as well as to improve the organization and, eventually, it allows the presentiment of future customer requirements and expectations.
A transformation in companies is expected by means of IoT in the near future. This change will take place in product-based models, which will become service-based models. Firms must bear in mind all the functioning aspects of IoT and the developing systems, such as system protocols, data standards and analytics in order to maintain a proper communication with contact centre solutions and perform adequately.

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