What's the biggest challenge for customer experience in 2018?

Bills settlement and collecting money 

It's how we get and work with the feedback. Everything becomes very much automatical so that customers sometimes lose the feeling of "live" contact with their company. They feel like they are being just the assets, not the real human beings for us. We need to revive the feeling that we do worry about their problems for real.

Nowadays business is outsourced to India and other countries and when customers who call Support center then tend to ask where have they reached and when they come to know  about their landing to other they tend to act weird and not give any information. There is no proper communication because of which the customer's end up unstaisfied. 

The customer experience is not what it used to be. Today, consumers have greater expectations, greater demands, and a completely different mindset when it comes to products and the companies that offer them. Driving all of this change is the rapid advancement of technology, widespread access to the internet, and smartphone culture, and while companies at every level are finding ways to adapt to the changing market, the contact center is on the front lines every day. In order to stay competitive in today’s market, your needs to be able to ride the waves of innovation and be prepared to respond to evolving customer needs.

Most importantly, The big buzz word for the year will be AI, and this is due to a few interesting trends in consumer behavior. Customers have been shown to pay a price premium for companies with a superior customer experience. The largest factor in determining what makes a good customer experience is the amount of effort expected of the consumer. For example, consumers outright abandon online purchases if they cannot find a quick answer to their questions. It’s completely understandable. Customers value their own time, and as a result want quick answers.

 

With these dynamics in play, voice and chat have become escalation channels in recent years. Customers would much rather find the information themselves. FAQs, self-service, and virtual agents improved by AI technology stands to make a huge impact in the buying experience by expediting the entire process.

Over th period, Customer experience has moved from a mere response to customer requirements into creating unlimited surprises to your customers. For long we have been thinking of innovative ways to constantly surprise customers. Well customization of customer experience will never end and keep on taking novel paths and methods. The biggest challenge here would be to keep up with the ever growing customer expectations.