Top 3 Customer Experience Trends for CRM in 2022

Quality customer experience is now the deciding factor for many consumers when choosing which brand to buy from. Many customers will be willing to pay a higher price for a product if they are guaranteed to receive a better service and better help if anything goes wrong. So, it is essential to get your customer experience right if you want to stay ahead of your competitors.?

Customer Relationship Management systems are no longer simply about managing customer information; instead, they can form your main customer communication channel and directly shape each customer’s journey. Each year, new features and new trends establish CRM systems as the number one way for businesses to build a powerful combination of excellent customer service, intuitive sales journey, and effective personalised marketing campaigns.?

Let’s look at the key trends that are changing our CRMs in 2022:

1. AI in Customer Support

AI technology, such as Natural Language Processing (NLP) in both text and voice conversations, is helping to direct customers to the solution they need with much more speed and efficiency than traditional search functions. Chatbots connected to the data on your CRM can use other customers’ experiences to make recommendations. As the data pool grows, these recommendations become more successful.?

2. Self-Service Customer Portals

Your CRM system contains a host of troubleshooting information that your customers want access to. In previous years, the only way to do this would be by contacting a service rep on the phone. But new CRM developments mean that customers can now self-troubleshoot using self-service libraries connected to your CRM support library. These online portals can also be used to self-issue refunds and returns, with data going straight into the company’s system.

3. Social Integration

Social media is the fastest way of understanding your customer base. Opening up social media channels to better communicate with them and advertise your brand leads to more satisfied customers. The new omnichannel CRM brings every piece of customer communication together in one place, be it via email, text, or Facebook, so your service reps can control the conversation and provide quick responses that keep everyone happy.?

Want to know more about CRM developments this year? Take a look at our list of?Top 12 CRM Trends to Look Out for in 2022.?

To discuss the impact these trends could have on your business, and how our?Discovery Mapping Programme?could help you transform your digital strategy,?book a no-obligation call?with one of our solution experts.