CRM software has been at the vanguard of excellent customer experience journeys, putting customers at the center of business and managing ever-changing and increasing consumer expectations, as well as preserving their trust and loyalty. Furthermore, any firm that wishes to prosper understands the importance of focusing on customer happiness and investing in CRM technology.
Many businesses are evolving by migrating from paper filing cabinets to an intelligent system that allows them to have leads' information readily available to anyone in the company at any time during the customer's journey, and new trends are emerging that will help businesses connect with customers in a more personalized way—for example, innovating with more intuitive tools, AI-powered CRM platforms, and adding more data points to the CRM system.
Artificial Intelligence (AI) is a critical component in CRM systems
Artificial intelligence is no longer a sci-fi concept; it is already a real technology that is progressively making its way into our daily lives. Despite the fact that existing AI systems are still in their infancy and have limited autonomy, the possibilities range from tailoring social media news feeds to fraud detection in banking systems. Apart from these commonplace AI uses, AI is also utilized in CRM reporting to collect better data in order to make faster and better business choices, segment consumers more easily based on complicated criteria, and create personalised interactions for a better customer experience. However, AI's position in CRM will only grow in 2022, and while there are several benefits that are projected to come with the expansion of AI in CRM, the following are the most crucial to consider:
Chatbots' capabilities have been enhanced to allow them to address more sophisticated enquiries, resulting in increased sales and out-of-hours sales.
Increasing the efficiency of field service by defining criteria that would automatically allocate the best representative to a customer's concern.
By obtaining unexpectedly important data on how customers buy, predictive analytics can be used to anticipate sales, rank prospects, and predict client inquiries or future buying trends. This can help your company better target its efforts, generate the most appropriate consumer segmentation, and obtain vital knowledge of how to approach potential customers.
User interface is based on voice and communication.
Voice recognition is no longer a rare occurrence in this day and age. Trusting voice assistants to help us do chores without using our hands has become somewhat of a new standard. Many of us have utilised voice recognition technologies or voice assistants like Alexa or Siri to multitask and enhance productivity, whether at work, at home, or somewhere in between. So it's no surprise that speech technology is becoming an important aspect of a company's CRM strategy and that sales professionals are finding it easier to grasp what a customer is asking thanks to the automation of conversational tools like voice assistants and chatbots.
Inside the CRM program, we can see some of the features and benefits that these conversational tools will provide, such as:
It allows users to converse with the program, resulting in transcripts or recordings that will assist your team understand how your consumers communicate, their tone of voice, and the emotions behind key phrases, allowing them to gather more information about what they truly want.
Make more accurate forecasts and gain deeper insights based on the data you've collected.
Customers can use their 'voiceprint' instead of passwords to make transactions over the phone.
CRM and social media integration
Over the last decade, social media's power has increased to the point where it currently has over 3 billion active users connecting and engaging on a regular basis. It has become so strong that more businesses are realizing the importance of using social media tactics to improve brand awareness and generate more leads. Due to the ongoing rise of this trend, CRM solutions are increasingly adding social media channels and behavior tracking technologies to allow sales teams to keep on top of customers' behavior patterns and how they connect with their companies in unique ways.
We can expect several benefits from combining social media channels with CRM solutions, such as:
Get a more complete picture of your target market.
Obtaining immediate feedback on products and services.
Allowing users to communicate with a brand from any location.
Assisting businesses in generating more traction for relevant content that has been published.
Providing a better customer experience through empowering the customer care team.
Overall, these new CRM trends will help businesses gain a more useful, more profound, and fresh insight into what customers really want, allowing customer care and sales teams to offer tailor-made experiences and enhance customer engagement and retention.
Keep an eye out for these and other upcoming trends that you may incorporate into your CRM strategy, or speak with one of our experts to learn about more technologies that can help your CRM platform be more in touch with your business goals.
You can reach out to us at team@avenoir.ai
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