Teams | Collaboration | Customer Service | Project Management

The year ahead will see more and more brands leverage certain technology tools for deepening customer relationships and improving CSAT scores. Here are three key trends likely to help agents and keep customers delighted: 1. 2022 will be the ‘return to human’ as we hit the chatbot ceiling. As the pandemic pushed business online overnight, companies quickly scaled automation and self-service technology like chatbots and FAQs to deflect and resolve customer issues.

Companies are increasingly prioritizing the collection of customer data. According to the Zendesk Customer Experience Trends Report, business leaders increased their investment in customer data management by a whopping 92 percent amid the COVID-19 crisis. But capturing customer data alone isn’t enough. The information you gather must be relevant. You also need to interpret that data to form insights and take action. This is where customer analytics comes into play.

If your company manages multiple services, brands, or a variety of departments each with different workflows, branding or websites, it is important to be sure your clients are receiving properly tailored support. On the other hand, you’ll want your agents to have centralized communication and a streamlined workflow to manage tickets and tasks, even across brands. Luckily, OneDesk’s robust customization options allow companies of all kinds to to set up their apps to best fit their needs.

When something works for a specific part of your company, it makes sense to look for ways to apply it to other sectors. Enterprise Service Management (ESM) is your go-to strategy when attempting to optimize, streamline, and generally improve service throughout your organization.