In 2025, customers are even more demanding than before. In the digital age, their expectations are becoming more complex. Under these conditions, customer service departments must equip themselves with technologies adapted to trends in CX, cloud, artificial intelligence, omnichannel, and more. Today, it is possible to boost efficiency in the long term thanks to a few innovative strategies. Discover them!
With the development of chatbots and other similar technologies, consumers have become accustomed to fast, efficient service 24 hours a day. As a result, they are more critical of brands and companies that do not fully understand their expectations.
Speed is no longer enough, as they are also looking for a highly personalized experience, made possible by data storage and use. To achieve this, several complementary solutions can be useful: virtual assistance, automation, and predictive analytics (anticipating needs).
Taking the above comments into account, we can more easily identify the actions to be implemented in customer service. For example, a cloud-based work environment is highly recommended, as it allows agents to work from any geographical location, using any device. This ensures optimal availability.
Beyond that, the cloud also reduces infrastructure costs and provides access to comprehensive features with ultra-fast deployment. If you are interested, Vocalcom offers comprehensive cloud solutions for your customer service.
In the customer service environment, AI can be particularly useful in several ways. It transforms chatbots into true conversational agents capable of simulating human exchanges in a fluid, relevant, and personalized manner. With AI, chatbots are accessible 24/7 to maximize a company’s customer service availability and provide ultra-personalized responses.
It can also be used to analyze sentiments during a phone conversation and provide recommendations to agents. AI is capable of processing a large volume of queries in record time. By adopting an AI-Ready solution, you can leave the most frequent and easy questions to a chatbot, while your experts can focus on more complex contacts for greater efficiency.
Finally, it should be noted that consumers no longer rely solely on the telephone to contact customer service. Today, they are just as likely to use email, social media, and online chat from their smartphones or computers.
The proliferation of channels may give the impression of “cluttering” communications, but this is not the case. Vocalcom’s Hermes Digital Journey software offers a unified omnichannel approach, integrating voice, chat, video, email, and social media into harmonized customer journeys.
Interactions between humans and robots are playing an increasingly important role, facilitating the exchange of rich content. With this solution, your professionals will be able to access a complete customer history and a 360° view, by unifying all the data collected on the various channels in real time. Whether the conversation starts on one channel and ends on another, they can collect data and consent more easily, and personalize their communication according to each contact. A plus for the customer experience!
