Customer Engagement Trends 2022 to Look Out For In Emerging Markets
Dec. 26, 2022
Business growth revolves around
customer satisfaction. The greater the customer engagement, the higher the
level of customer satisfaction. Hence, higher the Net Promoter Score (NPS) of
the brand too.
With the current rate of increase in competition in the market, more and more businesses are coming up with innovative ideas to improve customer experience in India. From acquisition strategies to customer care services, several new trends stimulated by developments in AI have come up in emerging markets.
TOP CUSTOMER ENGAGEMENT TRENDS
ARTIFICIAL INTELLIGENCE FOR THE FUTURE
Advancements in AI have brought about several changes in how businesses carry
out their customer engagement strategies. From collecting website data to
understanding patterns, companies can gain insights into their consumer base to
serve them what they desire. This can help them predict and suggest products
that closely resemble their next possible choice.
One of the best examples of such an AI-based recommendation machine is Instagram. It observes the posts and videos you like and smartly adjusts your feed in such a way that you end up engaging with the platform more; you might even buy a few products it suggests, leading to more Instagram sales.
CX THAT REPRESENTS YOUR BRAND
Customer experience plays a massive role in how consumers connect to your
brand. When your customer interaction and engagement operations are such that
they mirror your company culture, it makes your brand more authentic and
reliable. Such a synchronized brand image across platforms builds customer
trust and loyalty. The more you showcase your beliefs, core principles, vision,
and future goals, the more your customers feel cohered to your brand.
This customer engagement trend is bound to make a significant difference in the NPS survey of India. Many companies focusing on the right brand image to portray and more trustable customer services to abide by will see their NPS boost.
79% of all website users enjoy interacting with the live chat support system in
place because of the instantaneous responses they receive. This is how much
real-time communication can affect customer engagement. It holds the user to
the page for long enough that they take up an interest in your products and
services, something that they otherwise might not have done.
Even the concept of executing customer care services via automated voice assistants over call has been successful. This technique of connecting customers almost immediately to a responsive mechanism to help them get through their problems is fast, efficient, accurate, and uncomplicated. Through sentiment analysis and natural language processing, such services in India can reform customer engagement for the better.
Several companies have been channeling their efforts into personalizing their customer experience services over their website and mobile applications. AI advancements mean every brand you interact with online reads your data, interprets it to understand your likes and dislikes, and offers you product recommendations or query resolution suggestions based on exactly that. This has worked well for Spotify which gives you data-driven song recommendations based on your previous plays and searches. Netflix, which offers movie suggestions based on your watch history, has cracked this code so well that its personalized recommender system accounts for about 80% of its stream time!
engagement and CX services in India are essential to every brand
today. People like believing that they are connecting to a less revenue-centric
business model and a more customer-oriented firm. Ultimately, how well treated
your customer feels throughout the process of interacting with your brand
determines how loyal they will be to you. It gives a sense of community and
binding, saving you a considerable amount of work with your customer retention
Customer engagement is a continuously evolving domain and new trends will keep coming up to enhance customer services in today’s cut-throat market competition.