{"id":89147,"date":"2021-04-19T11:46:07","date_gmt":"2021-04-19T09:46:07","guid":{"rendered":"https:\/\/happybrain.it\/levoluzione-del-crm"},"modified":"2022-02-01T10:47:46","modified_gmt":"2022-02-01T08:47:46","slug":"evoluzione-crm","status":"publish","type":"post","link":"https:\/\/happybrain.it\/en\/2021\/04\/19\/evoluzione-crm\/","title":{"rendered":"CRM evolution"},"content":{"rendered":"

[vc_row][vc_column column_width_percent=”75″ gutter_size=”3″ overlay_alpha=”50″ shift_x=”0″ shift_y=”0″ shift_y_down=”0″ z_index=”0″ medium_width=”0″ mobile_width=”0″ width=”1\/1″][vc_empty_space empty_h=”1″][vc_custom_heading heading_semantic=”h1″ text_size=”h1″ uncode_shortcode_id=”319950″]The future of Customer Service[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”169074″]Customer Relationship Management<\/strong> (or CRM) is the set of business processes and activities aimed at managing relationships with the customer portfolio in order to acquire, maintain and increase their value.<\/p>\n

In 2019 alone, companies that invested in the use of a CRM went from 56% to 74%.
\nIt seems to be a must in any company that has more than 10 employees especially when combined with customer care service.
\nSo the question arises, what will be the future evolutions of this tool? What are the trends of the most used platforms?[\/vc_column_text][vc_single_image media=”89153″ media_width_percent=”100″][vc_custom_heading]Self Service[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”854027″]An inContact study revealed that 67% of customers prefer to make do<\/strong>, even by following FAQs or guides, rather than talking to customer support. Well this is a real scoop! For years there has been a long discussion about how important it was to help the user during the decision-making process and now we discover that this is not the case. In reality it is a predictable evolution.
\nPeople have a higher digitalization and culture than in the past and therefore are more familiar with contact processes or online purchases.[\/vc_column_text][vc_column_text uncode_shortcode_id=”141085″]So offer self-service tools on your site. Here are some useful tips:<\/p>\n

    \n
  1. Add a knowledge base section to your site that contains information for solving the most common problems. To communicate this information more effectively, use simple, short sentences and add explanatory videos and images.<\/li>\n
  2. Guide the user to buy the right product. For example, use tests that can help him identify the items that best suit his needs. Go further! Offer free training opportunities, such as video courses, live courses or webinars to familiarize yourself with your products and services.<\/li>\n
  3. Integrate online quote \/ price calculation systems through integration with your CRM or ERP. In this way, the user can create a personalized, fast and at the same time accurate offer by himself. In this case, it is also very useful to create automatic discount procedures, such as in the event of a subscription or purchase within a certain day of creating the offer.<\/li>\n<\/ol>\n

    [\/vc_column_text][vc_single_image media=”89151″ media_width_percent=”100″][vc_custom_heading heading_semantic=”h3″ uncode_shortcode_id=”141208″]What about artificial intelligence?[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”135453″]We can say that artificial intelligence is no longer a novelty. AI tool integrations are estimated<\/strong> to exceed 257%<\/strong> over the next two years.
    \nIt’s not about replacing customer service agents, but about helping them by automating repetitive tasks and providing insights into customer behaviors.
    \nSo let’s see how you could exploit it in your business.
    \n[\/vc_column_text][vc_column_text uncode_shortcode_id=”194762″]Basic assistance<\/strong>
    \nArtificial intelligence can be an opportunity to improve productivity especially in the case of repetitive activities. Let’s take the example of chatbots based on artificial intelligence. They are used to answer basic customer questions.
    \nThey can even recommend the right products to customers based on the data they have already collected thanks to the direct integration to CRM.
    \nMore importantly, AI chatbots increase the quality of customer service. Regardless of the complexity of a service request or a customer’s time zone, they will provide instant feedback 24\/7.<\/p>\n

    Voice assistance<\/strong>
    \nIn the future, chatbots could start using natural language processing when interacting with the customer. Already several companies are experimenting with solutions that use deep neural networks to create a conversational ability, capable of understanding spoken requests and providing an automatic relevant response. Creating a voice-enabled bot is the future of CRM evolution. They will provide your customers with accurate and real-time information, with no waiting times.<\/p>\n

    Predictive analytics<\/strong>
    \nArtificial intelligence helps customer service agents respond promptly to customer requests by providing real-time information on each customer’s purchase history, navigation patterns, previous customer requests, needs, location, etc.
    \nMany VoIP call centers already use artificial intelligence to analyze customer sentiment and engagement.[\/vc_column_text][vc_custom_heading heading_semantic=”h3″ uncode_shortcode_id=”204313″]Tailored[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”193917″]Remember that customers increasingly expect brands to deliver relevant and personalized experiences<\/strong>.
    \nAccording to statistics, 80% of customers are more likely to buy from a company that offers highly personalized brand experiences. Plus, they have zero tolerance for uniform content.<\/p>\n

    To improve your customer experience strategy, you must therefore invest in hyper-personalization.
    \nAlthough personalization often uses unstructured customer data, such as their location or previous purchases, hyper-personalization provides more detailed customer information. CRM, integrating with most service, sales and marketing tools, centralizes multi-channel customer data in one place.
    \n[\/vc_column_text][vc_single_image media=”89152″ media_width_percent=”100″][vc_custom_heading heading_semantic=”h3″ uncode_shortcode_id=”884405″]Full of social[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”191237″]Social networks are the center of customer relationship management. They help you connect with your customers in real time and improve brand awareness.
    \nYou may have already received direct messages, mentions or requests via Whatsapp and monitoring multiple channels could make you waste a lot of time.
    \nThe solution could be to integrate CRM with social networks. They also provide analytics and metrics in a single dashboard.
    \n[\/vc_column_text][vc_custom_heading heading_semantic=”h3″ uncode_shortcode_id=”887989″]Turn on the phone[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”156848″]In 2020, the number of smartphone users exceeded 3.5 billion.
    \nMobile technologies have changed habits. Now customers expect real-time information from any channel, location and device.<\/p>\n

    By investing in mobile CRM technologies, you will deliver seamless experiences across all internet-enabled mobile devices.
    \nYou will enable sales, marketing and service teams to access and manage customer information in real time, regardless of their location. In this moment when so many companies are in smart working it could really prove to be a winning solution!
    \n[\/vc_column_text][vc_single_image media=”89150″ media_width_percent=”100″][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

    How is customer service changing? What news will we see in the next years? Let’s try to predict the future and evolutions of CRM!<\/p>\n","protected":false},"author":1,"featured_media":89148,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[260],"tags":[215],"class_list":["post-89147","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-web-marketing","tag-crm"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/posts\/89147","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/comments?post=89147"}],"version-history":[{"count":0,"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/posts\/89147\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/media\/89148"}],"wp:attachment":[{"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/media?parent=89147"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/categories?post=89147"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/happybrain.it\/en\/wp-json\/wp\/v2\/tags?post=89147"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}