During the pandemic of 2020, mobile phone use was up, way up. According to one recent survey, 39% of participants stated that they were relying more on their phones due to social distancing. That same survey also showed a 23% increase in consumers using apps for shopping. In our 2020 CX Trends, we discussed why companies should prioritize mobile over other channels when it comes to CX. With the expansion of 5G networks, dual-screen devices that promote multitasking, and Google’s mobile-first indexing, we don’t see this trend slowing down after the pandemic is over.
Another trend in CX is the shift to powerful, mobile-based social channels. Google My Business (GMB), Apple Business, and Facebook were initially niche players with early adoption from smaller companies that didn’t have the resources or time to set up full-fledged websites or apps. However, GMB, Apple Business, and Facebook have grown exponentially and now offer asynchronous messaging and posts to enhance a company’s feedback loop. Additionally, these services work across their respective ecosystems, so whether a customer is using search, maps, or a voice assistant, they can easily interact with a business.
In addition to social media channels, messaging apps like Facebook Messenger, WeChat, WhatsApp, Line, Viber, Telegram, and others should be considered in the post-pandemic contact center. These powerful apps not only allow for asynchronous communication on mobile devices, but also let customers and agents share files, pictures or videos. This can be an incredibly useful tool when specific instructions or directions are needed like showing how to install a smart home device or sending terms and conditions for an event.
Keep up with the hottest trends in CX. Check out Bright Pattern’s full guide “2021 Customer Experience Trends: The ABCs of the Post Pandemic Contact Center”
