Through 2023, we have seen:
- The rise of the generative AI technology
- Next-gen software development
- Web3 development
- The rise of wireless technologies
- Cloud and deep-edge computing and so on
The year was all about tech. Will the next one be any different, and do people still matter when it comes to CX?
In this article, we’ll cover:
Customer Support — Predictions for 2024
AI Will Remain at the Head of the Table
Stats to support the claim:
- The conversational AI market is growing by 22 percent annually.
- 52 percent of customers want to interact with AI that can help them when they surf a website or research a product.
- 44 percent of American adults are interested in AI-designed products.
If we could pick the one thing to define 2023, we would definitely pick AI. It has developed to the point where people are protesting it and governments are starting to regulate it to take its development under control.
2024 will not see a slow-down. Compared to one year ago, there is one key difference. Today, we know that AI is here not to replace people, but to help us be successful and more productive. Here is how human-AI collaboration will work:
- AI will provide around-the-clock, burnout-free support, and people will provide empathy, creativity, and a human touch.
- People will resolve more complex issues and tickets, and AI will take care of routine tasks.
- AI will analyze vast amounts of customer information, and people will turn it into personalized and tailored support solutions.
How Will SupportYourApp Keep Up With Time?
AI has been at the core of our in-house developed innovations for a long time. In 2024, we will focus on enhancing our services as well as communication with our support teams with the newest solutions and technologies in the market.
Intrigued? Stay tuned to find out more.
Voice Will Matter… Literally
Stats to support the claim:
- About 40 percent of adult consumers use voice search at least once a day.
- More than 75 percent of customers prefer contacting support teams over the phone.
- More than a quarter of all Google searches are now done in voice.
Customers’ desire to communicate with businesses with the help of their voice is growing and will continue to do so in 2024. Placing orders, leaving voice tickets, or providing a support team with additional information — voice remains one of the most efficient ways to provide a support consultant with required information.
How Will SupportYourApp Keep Up With Time?
Through more than 13 years in the market, SupportYourApp has established a well-balanced omnichannel presence. Our teams receive and process information in whatever medium our clients’ customers like, voice notes included.
SupportYourApp is GDPR, HIPAA, CCPA, and PCI DSS Level 1 Service Provider compliant and ISO certified. Whatever personal information, be it an email or a voice message, we make sure it is stored and processed securely.
Chatbots Will Take Central Stage
Stats to support the claim:
- 90 percent of customers prefer talking to a chatbot rather than a live support agent.
- About 1.5 billion people use chatbots on a regular basis.
- By 2027, chatbots are expected to become the primary source of communication for about a quarter of all global businesses.
A lot of businesses have implemented their chatbots years ago, and haven’t updated them according to new trends and technologies since. Today, when AI is all the rage, they need to start thinking about upgrading their systems and making them more sophisticated and modern.
Going forward, chatbots will rely on generative AI and voice recognition more and more (talk about a full circle moment). The further we go, the more elaborate and sought-after the systems will become.
How Will SupportYourApp Keep Up With Time?
In 2023, SupportYourApp partnered with some of the best CRM system providers on the market. These partnerships will make sure we keep on providing top-notch customer service and support and keep up with evolving technologies and changing customer needs. And this is hardly the limit for us — this is only the beginning.
Customer Journey Will Become Even More Pivotal
Stats to support the point
- 81 percent of businesses view customer journey as a key differentiator.
- 86 percent of customers are willing to pay more for a superb customer experience.
- 32 percent of businesses invest in customer journey to improve customer satisfaction.
Customers are the heart and soul of the business world. Without them, there are no businesses. Yet, some companies feel they can ignore the entire non-existence of their customer journey.
Customer journey is a series of steps a customer takes to make a purchase.
If a business wants to map out a customer journey in 2024, it needs to consider the following points:
- Customers want to make as little clicks as possible. If something can be bought in 1 click, then it should be considered and implemented into the customer journey.
- Everything should be easy to find and buy. No small-print traps and hidden secrets.
- Things that will facilitate emotional connection should be included in the purchasing process as much as possible.
- The customer journey map should be updated as often as possible.
How Will SupportYourApp Keep Up With Time?
Upon request, our support teams can conduct customer satisfaction surveys and make suggestions about tweaking our clients’ customer journey. For our clients’ customers, our support teams are often the first point of contact, which makes them perfect for overseeing the simplicity and efficiency of the customer journey map.
This is the practice that helped several of our clients make the necessary changes and improve their overall customer satisfaction.
The Light Will Shine on Those Who Build Lasting Relationships
Stats to support the claim:
- 77 percent of customers have nurtured a strong relationship with a specific brand for nearly 10 years.
- Only 18 percent of businesses focus on customer retention rather than acquiring new customers.
- The probability of selling to an existing customer is 60–70 percent and only 5–20 percent for new customers.
Even despite the evident rise of technology, personal connections still matter the most. As the world becomes more unstable and separated, meaningful experiences, connections, and communication become more important and valued.
In 2024, brands and companies that will be able to foster quality communication with their customers will come out on top. Support teams that will show they really care and will provide personalized service, enhanced with the latest technology and solutions, will be favored over their competition.
How Will SupportYourApp Keep Up With Time?
SupportYourApp is all about building lasting relationships, whether it is between our consultants and customers or within our team. We form emotional connections, which helps us provide better services and be better teammates. In 2024, will keep on being as human-centric as possible.
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Anna Shevtsova.
With eight years of writing experience, Anna previously focused on financial markets, conducting daily research on bonds and stocks. A keen reader with a passion for historical literature and international cuisine, she is now obsessed with customer communication and finding ways to perfect it.
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