If 2021 has taught us anything, it’s that the future is anything but certain. Events have been pared down from grand reopenings and software that businesses depend on was suddenly shut down. Even still, there are clear trends on the rise as technology and the need for more customer-centric solutions evolve. In this blog post we’ve pulled together a few predictions for 2022 based on the trends we’re seeing in the Conversation Intelligence space.
Omnichannel Customer Support
Businesses need to operate in an omnichannel way by meeting customers where they are – whether online, over the phone, or via text.
By understanding the journey your customer takes, you can identify which channels need the most attention and find any friction points in order to adjust the process, like updating your IVR or connecting them to a live person sooner. Having better insights across the entire customer journey allows businesses to make the experience for customers as smooth and consistent as possible.
Integration of Data
Integrations will become more important than ever as data sources expand and businesses strive to streamline their technology stack.
With Marchex, integrating conversational data has never been easier. Visit our integration hub to see a full list of all the products we can integrate with, including Salesforce, Hubspot, Google Analytics, and more.
Our new Zero Code Integrations provide an easy way to set up data integrations that enhance sales, customer success, and marketing platforms with richer conversational data such as buyer intent signals, conversation outcome signals and customer journey insights associated with placing a phone call. Read our recent blog post about this to learn more.
Human-Centered Tech Innovation
Whether we’re talking about customers or employees, people will be at the center of all new innovations. The world is no longer looking for digital progress for the sake of progress. There needs to be a human-centered reason and outcome to legitimize the time and energy that goes into creating new tech.
According to Forrester, “The traditional ‘digital transformation’ efforts are falling flat: In 2022, less than 15% of firms will nominate digital transformation as a key action to address business model change. Where will innovation come from? People. Your people. Leading firms will use emerging technology to unlock the creativity of their employees and drive innovation that focuses on outcomes, not just financial results.”
This aligns with our goal here at Marchex to undertake technology advancements to improve the performance of people, striving for positive outcomes for both our customers and theirs.
Increased Workplace Automation
Streamlining work processes means more automation. We’ve all seen during the pandemic how teams stretched too thin can create rifts in business processes and the customer experience. As more brands develop an omnichannel experience, customer expectations will continue to grow, and businesses will need to adapt or amp up the amount of automation used in customer communications to keep up with demand.
Automation not only helps your customers, but can streamline internal processes, creating happier employees. Text bots, for instance, can help businesses automate and streamline text and chat interactions, for both internal communications and external communication with customers.