Customer Engagement Trends For 2023
As we approach 2023, it’s time to consider new ways to advance your customer engagement and drive better service outcomes. In recent years, it has never been more crucial to understand your customers and accommodate their ever-changing needs. As technology continues to evolve and customer engagement trends adapt year-from-year, is your business prepared for 2023?
Businesses that have strong customer engagement create an emotional bond between their company and its customers. This allows a business to retain their customers for longer periods, increase sales and ultimately grow revenue.
For years, businesses have focused strictly on gaining market share and profiting from it. However, the recent economic downturn has altered consumers’ preferences, resulting in a shift in their interactions with businesses and a larger focus required on customer engagement.
As we’re now in the era of digital transformation, traditional customer engagement strategies are effective, but there are alternatives. Here are a few trends in customer engagement to watch out for in 2023:
Offering Service Channels in One Place
A single interface for all digital channels (chat, SMS, email, etc.) helps ensure that customers receive a hassle-free experience. This will be a big trend 2023 as it enables companies to evaluate customer insights across all channels and optimize service offerings.
Using Efficient Cloud Platforms
COVID-19 introduced a new model for work that is transforming organizations by allowing them to be more agile and adaptable. The shift to remote work has made it possible for cloud platforms to be adopted for time and cost savings in developing new ideas and approaches to engage customers.
If your business is still working remotely, it’s important to adopt cutting-edge cloud platforms to cater to customer expectations and remain competitive in the market, it also helps to future-proof your business.
Increasing Reliability & Expectation of Chatbots
Chatbots have been around for a while, and they’ve become more sophisticated over time. They can now understand natural language, process queries, and provide suggestions. Chatbots will become an integral part of the digital experience in 2023 and help deliver personalized experiences.
Chatbots can also be powered by AI to analyze customer data and deliver relevant content depending on the stage of a buyer’s journey. Chatbots provide 24/7 assistance to users as they require it. These sophisticated assistants serve as excellent tools to deliver customer support and engagement.
Improved Voice Assistants
Voice assistants like Google Assistant, Alexa, and Siri are getting smarter by the day. They can help your business perform tasks with just your voice and interact with other applications on your device.
This technology is already being used by large companies like Amazon, and Google to improve their customer experience. Companies that don’t leverage this opportunity might fall behind their competitors who already have their own voice assistant-enabled devices in place or are planning to introduce one soon.
Artificial Intelligence (AI) is changing our lives in many ways from transportation and back-office services to healthcare service tasks — it has become an essential part of how businesses operate.
AI enables machines to mimic human behavior, such as thinking, learning, and problem-solving, without being programmed explicitly for every situation or detail beforehand. By adopting AI in your daily processes your business can enhance customer engagement and deliver a better service. AI is a trend that we have increasingly seen this year and is expected to advance in 2023.
There are always new technologies and strategies that can be implemented to improve your customer engagement approach. Your business doesn’t have to be afraid of a new challenge or technological change, instead should embrace it to grow, future-proof and drive better customer engagement outcomes.
The most important thing to remember when it comes to customer engagement is that you need to be able to listen to what customers want and need. To do this, you must learn how they interact with your brand and with other brands in their industry. By understanding how customers behave you will be able to effectively engage with them and offer an empathetic, personalized service.
By looking out for the key customer engagement trends above, your business will be able to seamlessly advance processes, focus on the customer experience and continue to drive better service outcomes that exceed expectations.