If the events of this year have taught us anything in the customer experience sector, it is that we must never stop innovating in order to become more customer-centric. We can hope to make do with legacy CRMs and support tickets for much longer. To fulfill today's customer expectations for a smart, omnichannel experience powered by a modern CRM—the key to expanding CX, meeting explosive growth, and adapting to change—we must embrace change and react swiftly.

According to a recent review of e-commerce statistics, internet sales increased by roughly 30% just during the start of the epidemic. CX teams were swamped with customer calls and support tickets as turmoil and uncertainty took hold, as they fought to keep up with queries, changing plans, requests for assistance, and the expectations of going direct-to-consumer. In order to adjust to the new normal of stay-at-home orders, remote workforces, supply chain interruptions, shipping delays, and the economic slowdown, enterprises had to accelerate digital transformation by 6 years. As a result, most direct-to-consumer innovators were well ahead of the curve and better prepared to deal with the unexpected twists and turns the epidemic threw at them. These companies began with the proper culture, attitude, and CRM platform focused on the client. They created their company to connect with clients on a large scale.

Omnichannel, Omnipresent, Guided Self-Service modern CRM’s

The term omnichannel support refers to a customer's ability to communicate with your company from any location, at any time, and by any method—or even many methods or channels. If a customer wants to reach out via email and then switch to chat, so be it! It’s the experience a new generation of consumers expects. This necessitates companies to break down barriers and integrate data across channels to have a complete view of the client. Consumers must be allowed to change channels in the middle of a conversation and use the most appropriate channel for the conversion goal. On top of that, Customers desire self-service choices for rapid response, just as they anticipate more personalized and personal interactions.

Indocosmo’s data research has found out, AI is transforming customer experiences, and for good reasons. Artificial intelligence (AI) is rapidly being utilised in contact centres to serve as a first line of defense, improve performance, and increase efficiencies. Also, employees at organisations with good CX are 1.5 times more engaged than those at companies with poor CX; also, companies with highly engaged employees outperform their competitors. For contact centre executives, AI is also boosting agent productivity and lowering churn. AI has the potential to significantly improve customer happiness and experience, making the employee experience far more fascinating and entertaining.

By allowing agents to continuously originate from a place of understanding and context, intelligent, modern CRMs enable meaningful relationships to be built with consumers in their most vulnerable moments. This necessitates maximizing the value of data shared across departments (such as marketing and customer support), establishing new roles to act on the data, and utilizing cutting-edge technology. This is what we mean when we say that a modern CRM for customer support creates smarter data-driven operations, allowing you to resolve more conversations faster.