6 emerging CX trends for contact centres in 2022 | Exotel
Summary
This video-based assistance has a massive impact on CX in terms of: • Real-time query resolution: Live communication tools like video chat and co-browsing help diagnose the issue and come up with a solution faster. In the future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience. One such bad experience could lead to the loss of a valuable customer and businesses shouldn’t take a chance with dated IVR systems as they are less personal. Not just support, voice bots could also play a significant role in qualifying sales leads where the predefined set of questions that are mandatorily asked could be automated. Not to mention that these systems are very cost-effective when compared to the traditional contact centre, which doesn’t provide the feature set, integration capabilities and remote operability in the first place.
