Episode 240 – 2018 Predictions for Digital Customer Care

Episode-235-FacebookAd-1200x628
Listen to this episode

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

  •  Catch me on Twitter! @FSaucier

  • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“The future belongs to those who prepare for it today.” – Malcolm X

Book of the Day: Outside Insight: Navigating a World Drowning in Data – Jørn Lyseggen

2018 Predictions for Digital Customer Care

Millennial Impact on Digital Customer Care in 2018

  1. Scale – because millennial demand will naturally increase demand. (see Episode 64 – Planning Tech for Millennials)
    1. Streamline your digital operations
      1. Support Chat
      2. SMS
      3. Social Media
      4. Community (see Episode 51 – Why Community Should be Part of Your Digital Strategy with Jon Allen)
    2. Respond Quickly
      1. Refine Processes and Procedures
        1. Provide more agent autonomy
        2. Remove unnecessary steps
      2. Fully leverage your existing technology (see Episode 39 – Features to Look for in a Social Customer Service Engagement Platform)
    3. Provide Frictionless Service – Millennials are turning to tech for easy, positive interactions
      1. Decreases overall volume by eliminating multiple contacts
      2. Increases CSAT and NPS
      3. Increase channel adoption by removing barriers to use
      4. Increases faith in and use of digital channels
  2. Measuring ROI will be the new normal – because % of overall call center volume will increase and your leaders need to know.
    • Technology is gearing up to deliver insights like never before.
      • Forecasting
      • WFM
      • Financial Impacts
  3. Innovating. The bots are coming to help you scale. 
    • AI (see Episode 49 – Agent IQ with CEO Craig Davis and Episode 9 – Beyond Chatbots with Michael Haisten)
    • Bots – “Chatbots were a big thing this year, but in 2018 they will be a more mature a natural channel to interact with customers.” Hector Espinosa, Volaris
    • Convergence
    • But… be human! “2018 will be the year of trending of #areyouabot #areyouanactualhuman or some variation! As companies launch bots prematurely or as a full solution rather than part of a solution, to the detriment of their service.” – Laura Smith, Hertz
    • Proactive Support. “For SYKES and our clients, 2018 will be heavily focused on Digital Transformation and Innovation priorities. Not only is reactive digital customer support now a must across multiple industries and verticals, we see proactive support added to the strategy as more of the norm, to truly achieve best-in-class digital support.” – Sarah Grace McCandless, Sykes (see Episode 26 – Try It Now and Episode 82 – 3 Factors in Digital CX Design with Sarah Grace McCandless)
    • Messaging (see Episode 45 – Message Me with Joshua March)
      • “We’ll see further integrations of CX between social messaging apps and chat, as well as help drive the development of digital agent hiring profiles as more of a hybrid model, trained in specific areas of expertise (vs solely social media focused).” – Sarah Grace McCandless, Sykes (see Episode 11 – Top 4 Reasons to Leverage Messaging Apps for Customer Care with Sarah Grace McCandless)
      • Messenger Customer Chat – “Messenger Customer Chat will disrupt the traditional web chat market, with many businesses especially in eCommerce launching it on their sites.” – Joshua March, Conversocial (see Episode 54 – Messenger Customer Chat Comes to Conversocial)
      • WhatsApp – “WhatsApp will launch business accounts and APIs and will explode on the scene internationally, becoming one of the biggest business messaging platforms almost overnight.” – Joshua March, Conversocial (See Episode 14 – Whatsapp as the New Frontier for Social Customer Service)
      • Instagram – “We’ll start to hear about Instagram’s plans for business messaging, which right now are just rumors but which could be a really powerful messaging channel.” – Joshua March, Conversocial
    • Customer Review Sites
      • “Don’t underestimate the increasing importance of consumer review sites as we move into the new year. This is already an integral part of the majority of our digital support programs for our clients, but we’ll be keeping a close eye to see if Amazon starts to let us tap into their API more directly, or will we be able to do so one their own messaging app (rumored to be called Anytime) comes to market (which will be soon).” – Sarah Grace McCandless, Sykes

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

Leave a Comment