Top 2022 Customer Service Forecasts

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New goals for 2022 are set by companies worldwide utilizing new and existing technologies to create unrivaled experiences for their customers. In this context, Paige O’Neill, Chief Marketing Officer of Sitecore, identifies the five trends that will determine the consumer experience for 2022.

Quality customer experience remains a very important factor in attracting and retaining customers. According to the main trends for 2022, the hybrid shopping model is strengthened, marketers need to further cultivate the relationship of trust with consumers, personalized experiences will prevent consumers from leaving their markets, personalization of attractive content will be next level in personalized services, while a turn to augmented and virtual reality is expected. In more detail, the five trends that will determine the consumer experience for 2022, below:

1. The hybrid came to stay

In 2022, retailers will expand their investments in digital technologies that promote online shopping, in-store receipt (BOPIS) or completion of purchases through the click & collect service. This shopping model ensures the speed that consumers want, while in case of supply chain delays the process can be slowed down. The adoption of new technologies will not be achieved soon enough.

Nearly half of the 400 retailers surveyed by Sitecore for their 2021 Christmas shopping survey said this holiday season is the last chance to prove the value of their physical stores – the challenge of adjustment has never been clearer. Consumers expect personalized, interactive shopping experiences.

2. Businesses need to cultivate a climate of consumer confidence

Consumers are not obliged to give their personal data to companies. And as they become more and more aware of the protection of personal data, businesses need to enable consumers to take responsibility for the way their personal information is collected, stored and used. Brands need to build a solid foundation using this data. Technology must capture, integrate and activate multi-channel strategies that transform the marketing approach into personalized experiences based on each customer’s unique wishes and needs. Of course, without third-party cookies or other hidden data sources, businesses need to come up with a compelling argument – and be prepared to provide real value – for accessing data related to customer preferences such as past purchases, favorite brands, color preferences. and sizes. For example, if a customer allows an eshop to store their shoe size and favorite brands, they should expect to receive a discount code in their inbox and an email whenever Louboutin favorites are discounted. If the customer receives irrelevant promotional material or does not receive any reward, a trust relationship will not be established with the business.

3. Personalized experiences will prevent customers from interrupting their purchases

Supply chain delays can lead to frustrated consumers looking for another store when the product they want is not available. Eshops can address this issue by using browsing history and matching artificial intelligence standards to suggest the next best available product. Depending on the type, it may be a different colored product, it may have different characteristics or it may come from another manufacturer.

However, it is much better for the business relationship with the consumer than a message “Sorry, the product is not available”. Data personalization also enables businesses, especially those with physical stores, to offer a more personalized, hybrid experience that is more like a personal purchase and directs the consumer to products that are in stock and readily available.

4. The next level of personalization is customizing engaging content

New interactive channels are emerging daily to fuel consumers’ insatiable appetite for instant gratification and their desire to adapt what they want and how to obtain it. Rapid changes are turning brands into providers of needs. Participating in the discussion is a challenge, as consumers can block communication from brands they do not like or do not consider relevant.

Personalization requires a lot of content, which consumers will then shape based on their interests. Typically, customers see 3% of the content that a brand publishes. They determine what is too much and the foresighted brands realize that. Personalized information leads to loyalty, new market and retention.

5. Augmented reality is the next big chapter

Augmented reality (AR) – and virtual reality (VR) – applications that connect physical and digital spaces are set to grow as businesses see the flexibility and convenience they offer. It is noted that companies such as Wayfair allow users to see the furniture in their premises before buying it. Warby Parker allows eyewear buyers to try out frames using a webcam. Augmented reality is not limited to online shopping. Shoppers visiting a physical store can use their smartphones to scan a QR code to learn more immediately, see items in stock and their exact location in the store, and even “try” a new shade of lipstick on their phone screen. Augmented and virtual reality create unique experiences and transfer value to customers looking for personalized options.

Source: AMPE

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Source From: Capital

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