The transformation that is taking place in the customer service sector in the post-Covid era is due to the strong emergence of five technological trends. Abai Group, the Spanish company of external services related to business processes (BPO), has identified these keys to analyze the business model towards which the sector is heading, totally digital and user-centric.
“The last two years have allowed us to observe how Covid has forced organizations to adapt, by force, to the digital world. The consolidation of this new post-Covid consumer who demands more personalized services has pushed companies to guarantee uninterrupted and multi-channel customer service”, explains Óscar Viñan Bermúdez, director of strategy and solutions at Abai Group.
This vision is endorsed by various sectoral studies. One of them, very recent, entitled "Customer Observatorium" by Sottotempo Advertising, reveals that 72.2% of the Spanish population claims to have used some kind of customer service in the last year. In addition, 74.6% consider that customer service has directly influenced their decision to purchase or repurchase a service and 75.6% of users state that they would change provider if they received service that was not adapted to their needs.
"For this reason, being able to incorporate digital channels such as apps, chatbots or emails is allowing companies to get closer and better to users," says the ABAI Group manager.
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The 5 technological trends
The 5 technological trends that Abai Group has identified and that are transforming customer service in the post-Covid era, are the following:
“The digital consumer is here to stay, that is why we have to adapt to this new reality by putting the customer at the center, who is the one who leads the way, with the human factor always at the forefront”, adds Óscar Viñan Bermúdez, director of strategy and solutions at Abai Group.
"At Abai Group we implement a User Centric model, which adds value from the first moment of its implementation and opens up endless ways to improve customer service processes in companies," he concludes.
Images of the article: Courtesy of Abai Group