What will become of the customer relationship in 5 years?
In the boom of digital, customer relations are constantly evolving. Between improving techniques to increase customer relations and the place of man in these professions, customer relations in 5 years will have a completely different face. This face will undoubtedly consist of a balance between digital and human. The customer relationship in 5 years, already poses many questions to companies whether they are B2C or B2B. In the context of B2B, where the process of Bosnia and Herzegovina Email List decisions is longer than in B2C, the customer relationship in 5 years will have to be fully adapted to changes in consumption patterns.
Thus, the delay that B2B may experience over B2C will gradually fade. Between digital, valuation and consumer satisfaction and the place of people, let’s see how the customer relationship will be in 5 years. The rise of new technologies? Within 5 years, technologies such as chatbots, AI or blockchain will have more weight in our lives. Indeed, all of these technologies which are already very widely used are seeing their growing developments. Whether it is IT solutions, chatbots, voice bots, the number of this market is constantly growing. To better understand the impact of these technologies, let’s take a look at the three main technologies that cause changes in customer relations.
Chatbots Customer relations over the next 5 years
Will be largely based on chatbots and those for many who are both: Economical at first, because many specialists in the question evoke the fact that nearly 80% of companies will use chatbots by 2020. In addition, the chatbot market is a buoyant market for designers, but also for users. Today, Oracle estimates that this market will reach almost $ 1 billion in 2024 , which shows the power of this market. In addition, this market will allow companies to save 8 billion per year for their customer service by 2022 . Commercial and technical, because chatbots make it possible to simplify the work of sales representatives and technical assistants.
Indeed, with regard to salespeople, chatbots make it possible to offer a quick and more personalized response. For those who are technical assistants, chatbots can solve simple problems while leaving complex problems to humans. Social, because the use of chatbots will enhance the work of sales or technical hotliners. Indeed, technicians will have to be more qualified and specialized to offer an ideal customer experience. Chatbots or any other bot systems such as voicebots are the future of companies as the scope of the market is strong, but also of the human enhancement that these systems will bring to customer relations services and to the customers themselves.
Artificial intelligence is Increasingly used
Artificial intelligence is found in a large number of new technologies, including chatbots. This technology was defined by Laurence Devilliers as follows: “Artificial intelligence is a set of theories and algorithms which aim to simulate human cognitive capacities. Beyond cognitive capacities, the second objective is that AI should be able to go from perception to decision ”. Through this definition, we can distinguish two types of artificial intelligence which are : A weak artificial intelligence which consists in particular of scripts and algorithms constantly updated by humans. Weak artificial intelligence is a form of simulation of the cognitive aspects of humans.
A strong intelligence which today is closer to fiction. That is, a machine is capable of having emotions and a form of cognitive intelligences Artificial intelligence is found in many tools for improving customer relations. We can take CRM, marketing automation and lead scoring as an example. Artificial intelligence allows above all to personalize the offer, to help a potential customer. This has a double effect which is: The first is to facilitate the work of salespeople and technicians by having precise information on a request or expectation.