CX Trends – 2021 and Beyond

As Customer Service moves towards embracing conversational AI, chatbots and hyper personalization, there is even more reason to be prepared with the customer service trends to keep up with what’s in vogue.

Read the blog to stay updated with the latest CX trends that will have a positive impact on the customer service industry and help the businesses deliver exceptional experiences to their customers in the years to come. It is time to adopt newer technologies to stay on top of our games. Let’s read on 

Self-Service Portals to Get Even Bigger

As Shep Hyken Quotes “A self-service solution does not mean you don’t offer customer service. On the contrary, self-service is a way to enhance.”

An online self-service solution is a self-serve platform so easy that the customers can get started quickly and do it all for themselves without getting any external support with the help of a library of all helpful information in the form of self-help articles, FAQs, how-to-videos, and much more. And why will self-service dominate in the years to come ? It empowers customers, by simplifying solutions and helps them save time and effort.

According to a report from Statista, 88% of users globally prefer self-service rather than reaching out to contact centres and Customers prefer to resolve their queries with minimal interaction possible in the shortest span of time. 

A self-service portal satisfies both these criterions, and a recent Statista report showcases, 88% of customers expect brands to have an online self-service portal. 

A dedicated knowledge base can accelerate your customer service process and Enhance CX significantly. 

Knowledge base lets users easily resolve their issues swiftly without raising a service ticket by referring to the relevant Knowledge articles.

Here we have listed a few essential knowledge-base best practices for smoother self-service enablement.

  • Have quick links to frequently asked questions on prominent topics on the homepage.
  • The self-help article titles must be elastic search enabled or have relevant search terms.
  • Continual feedback from your agents and updating of KB articles for support content.

Chatbots will Disrupt the Chat Support Ecosystem

Recently, most of us have had the experience of interacting with a chatbot , before getting connected with a live chat agent. What makes these chatbots so effective is their use of customer data, past interactions, preferences and resources like self-help articles or FAQs to resolve customer queries swiftly and more precisely without a need for a live chat agent in multiple cases.

Omnichannel Software


Everything comes with its set of pros and cons and the Chatbots are no different. The Chatbots, if left unchecked and unattended for a long period of time, could make the experience unfavourable for the customers. The technology deployed plays a crucial role too and it is advisable to invest in future-ready tech stacks.

Omnichannel communication and Online Reputation Management  is the Key to Customer Service Excellence

Omnichannel approaches must have the ability to deliver a seamless and consistent experience across various communication channels and devices, behaviours, and preferences of the consumer.

Amidst the pandemic and in the new post pandemic world, the omnichannel approach is crucial for all businesses, where conversation is the new currency.

CX is no longer just a private interaction between customer and company. With the digitalization and reliance on online reviews before decision making, customer feedback and reviews have the potential to make or break a business. Hence, it is critical to have an online reputation management system in place.

Hyper-Personalization & Agent Experience (AX) and its influence on Customer Satisfaction

It is no surprise that 2021 and beyond will bring more focus on hyper-personalization making it a predominant factor in any company’s CX strategy for exceptional customer service and as more businesses and companies make use of it, consumers’ expectations will only continue to grow.

Omnichannel Customer Support

On the other hand Agent Experience is the 360 ° view of how equipped, efficient, and effective the customer service agents in the company are.AX can be implemented by better equipping the agents with tools, training materials, holistic customer data, and detailed process documentation.

Any company that aims at only the best experience for their customers must most certainly look out for these trends and stay on top of their business strategies to deliver the holistic experience that a customer demands in today’s world. A happy customer will always be loyal to your business and help you soar higher.

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Parikshith P D