It seems that 2020 pushed even the most reluctant consumers into the world of digital, virtual experiences, with services such as e-documentation, video calls, and tele-healthcare often becoming the only way to do business for many, according to the ‘How 2020 Shifted Customer Experience Trends’ report by virtual customer experience provider Ruby.
The report explored the impacts of this transition on consumer expectations and providing advice from customer service experts on how businesses can stay ahead of the curve.
Perhaps the most significant discovery in the report is an increased demand by consumers for quick answers and instant service while still receiving a highly personalized experience. For example, curbside pickup and delivery apps brought a new level of convenience consumers won’t soon forget, and the ripple effect is being felt across all industries.
“Customers now expect brands to respond to their needs in faster, more understanding ways,” said Jeannie Walters, CEO of Experience Investigators and customer experience speaker. “Customers won’t be going back to the ‘old way’ of doing things anytime soon. Customers are valuing how they’re saving time and still getting what they need.”
The report details how businesses that successfully navigated 2020 did so with a customer-centric mindset that used technology to support those interactions, not replace them. For example, providing multiple channels for customer interactions-such as phone and website chat-offered consumers the ease of experience they desired while helping businesses capture more opportunities.
“2020 has shown the importance and value of human connections,” said Ruby’s CEO, Kate Winkler. “Even though we couldn’t perform business in person, the personal connection customers’ crave didn’t go away-quite the opposite in fact. The businesses that survived and thrived found ways to deliver on that expectation in new ways.”