In this post, we will give our predictions on 5 future features that will enhance your customer experience.
1. Facebook Messenger to become the next WeChat for customer service:
WeChat has been a game changer for Asian businesses. Whether speaking with a support agent through chat/video, paying bills, purchasing goods, or gaining loyalty points through special offers, customers can use WeChat as a “one-stop shop” for each business they interact with.
Look for Facebook Messenger to continue to add similar features in the near future.
2. WhatsApp and SMS to mirror Facebook Messenger:
Leveraging the WhatsApp revolution: With over 1 billion monthly active users, Facebook’s WhatsApp platform is a powerful channel that many brands will explore to reach their non-US customers. Eventually when WhatsApp opens its platform to developers, look for it to emulate all of the features that Facebook Messenger already has.
Text Messages get a makeover: SMS upgrades to Google’s Rich Communications System (RCS) and Apple’s iMessage are great news for brands. Expect companies to enhance their call centers by using text messages to deliver rich content like videos, FAQs and other service-related information.
3. More use of video service and screen sharing:
Live video: With Facebook, Twitter, WhatsApp, Snapchat and Periscope already offering live-video options, look for companies to use this feature to offer more personalized support.
Screen Sharing: Companies with more technical service questions have already started utilizing screen sharing through mobile apps and we see this trend continuing via social channels.
Companies looking to troubleshoot complex and technical questions will greatly benefit from the use of these options.
4. Social customer service to become the new marketing:
The data goldmine: Social customer service provides valuable data for companies to improve customer support and drive additional up and cross sale opportunities.
We expect to see more companies leveraging technology such as machine learning and visual recognition to assist in the following:
Uncover granular insights on their customers
Understand customer sentiment
Anticipate customer’s needs and engage them
Provide targeted offers to increase sales conversion
5. The balancing act of AI/Machine Learning:
One of the hot trends within customer service is around bots/machine learning. Here are two use cases we feel brands will heavily explore:
Solving transactional questions: Several airlines have already started embracing chatbots for transactional interactions (e.g., rescheduling tickets)
Automatic tagging of conversations across channels: Machine learning will allow companies to have an automated, yet flexible tagging process across their social channels. This will eliminate manual work, ensure consistency, and give brands the ability to take action on trending issues and product feedback
There are many different ways to use AI/Machine learning, but finding the right balance of automation/human interaction is critical to a great customer experience.
To summarize, here are our predictions on 5 future service features that will enhance your customer experience:
Facebook Messenger to become the next WeChat for customer service
WhatsApp and SMS to mirror Facebook Messenger in service features
Boom in live video service and screen sharing
Social customer service to become a key marketing channel
Tapping into AI/Machine Learning for customer care