Moreover, a CRM enables the businesses to have a better insight with client interaction, providing them with greater opportunities to close more deals, categorize leads, increase referrals and revenue from existing customers, enhance products and services and optimize the overall business performance.
Technology acts as an enabler for CX. Evolving technology trends have a key role in the development of better customer experience in the coming future. Technologies like cloud, AI, IoT and social media have great potential to improve customer experience and management. It is a proven fact that an improved customer experience leads to an increase in retention, satisfaction and revenue.
Here are technologies that can improve the CRM implementation
Increasing the number of channels to reach out to potential customers can ensure every possible customer area outreach is covered. Employing channels like voice, live chat, texts, social media and even providing self-service options can enable both sides to stay connected and exchange queries. Providing a consistent experience across all channels. An increasing number of companies invest in the omni-channel experience. As found by PWC, in 2020 the number of companies investing in omni-channel experience has jumped from 20 % to more than 80 %.
AI is the key to improve customer support in unimaginable ways which ultimately leads to improvement of the customer experience. AI can easily manage customer data by categorizing it and segmenting it into targeted groups for sales and marketing teams. As per Statista, adoption of AI in CRM activities in the US leads to an increase in USD 394 in the next five years.
Moreover, AI can use predictive analytics for supercharging the sales team with the ability to use lead scoring. AI-powered tools also help in sentiment analysis for the analysis of customer conversation with a virtual customer experience which does not reveal facial expressions for a proper understanding of the emotional state of the customer and offers the best response. Finally, AI reduces manual data entry and captures data from disparate sources across the entire customer lifecycle in the form of email, chatbots and telephonic conversations.
AI-powered smarter virtual assistants will play a major role in customer experience by offering more developed solutions to customer queries. Virtual assistants can understand the behaviour of the client and can come up with a solution that is best suited for them. The Virtual Assistants offer remote helpers who can help your business with messages, client reactions, follow-ups and others.
Mobile customer services are all set to soar. Since a major amount of internet traffic comes from mobiles, as stated in StatCorner. The customer-centric companies, with an overwhelming number of 84 % are now focussed on a mobile customer experience. 57 % of customers fail to recommend a poorly designed website on mobile. Moreover, responsive design is highly recommended.