Brands are constantly striving amongst themselves to differentiate their brand in the customer’s mind. Customer experience is the most targeted aspect that companies prefer as most consumers expect good service from their preferred brands apart from the products. Almost 75% of the customers are likely to purchase products based on the BPO CX trends. Unfortunately offering exceptional customer delight is not easy while meeting customer expectations. BPO companies are trying to incorporate the latest CX technological trends to stay ahead of the competition. In this blog, we are going to discuss how the BPO market is booming with the help of CX tech trends.

Top BPO CX Technological Trends

Companies nowadays are preferring to outsource their customer support services to meet customer demands. Today’s consumers need fast, consistent, and right solutions across all communication channels. CX outsourcing has been the latest trend of bridging the gap between demands the supply in customer service. Here is the list of tech trends that you need to know to uplift the game of customer service.

1. Omnichannel Solutions

Omnichannel communications are replacing the physical digital patchwork as consumers are expecting personalized customer service. With the integration of NLP and AI, companies can serve customers in a much better way while tracking their past customer interactions, purchasing behavior, and preferences. More than 89% of the consumers are more likely to purchase from brands that offer personalized shopping experiences apart from good quality products.

2. Live Chat Support

Artificial Intelligence (AI) has changed the game of customer support to the next level. With the intervention of chatbots across all communication channels, BPO companies are providing instant replies to customers irrespective of the time of the day. Live chat support is the most common trend of CX trends that have changed the level of customer service. Customers now embraced the comfort and familiarity of receiving instant responses from their preferred brands that come with the AI-enabled live chat support.

3. Agent Empowerment

Agent empowerment is one of the latest CX trends which is very important to offer more numbers of customer delight. Increasing customer anxiety, adapting to the remote working environment, and soaring query volumes are increasing anxiety among customer care agents. It causes agent burnout and churns that hamper the quality of customer service provided by the BPO agency. Businesses need to focus on technologies that will enhance agent productivity. AI-enabled systems help in providing customer information before a customer calls that helps the agent to solve the issue effectively thus increasing individual productivity.

4. Cybersecurity

With the rapid increase of data breaches, cybersecurity has been trending for the last few years. Nowadays most employees work remotely and data is stored in the cloud that needs to be restored if any breach happens. Data privacy laws are getting strict and BPO companies need to be very restrictive of data usage. Executives can increase the cloud-based services, but they must ensure security strategies are in place so that data remains safe and intact. Cybersecurity being an upward-trending priority amongst outsourcing agencies, companies can easily prevent data breaches and malware with the usage of conversational AI.

5. Cloud-Based Technology

Integrations between the CX technology and the cloud-based systems allow BPO companies to deliver better customer service to their clients and end-users. With the usage of AI-enabled CX tools and technologies, agents can provide better recommendations to customer issues as well as they can get access to a huge data pool that helps in cross-selling and upselling of products. The cloud-based communication also helps in boosting the efficiency of the whole contact center process which leads to quicker problem resolution.

6. AI-Integrated Solutions

AI-integrated technologies include chatbots which have constantly proven to become valuable for augmenting agent capabilities. However, BPO agencies that can harness the potential of Artificial Intelligence for predicting customer needs always stay ahead of the competition by providing customer delight. Research says that 1 out of 3 companies implement AI for predicting customer behavior which is considered a key consideration to drive ROI.

7. Robotic Process Automation

Robotic Process Automation (RPA) is the CX trend that is implemented by many BPO agencies to keep pace with customer needs. Since the advent of the pandemic, most businesses are going digital which makes them focus more on serving better customer experiences. RPA with the help of AI and ML can do wonders in the world of customer service by delivering faster customer response. It also helps in delivering personalized shopping experiences and better product recommendations while fulfilling customer demands.

Summing Up

With the increase of businesses going online and companies striving to deliver the customer experience beyond customer expectations, CX BPO services are becoming popular. BPO companies specialize in delivering outsourcing services like customer service, back-office support, photo editing, software development, IT services, content moderation, data entry services, and many more. Trupp Global is a renowned outsourcing agency that offers various outsourcing services at an affordable price. Trupp Global also focuses on fulfilling its client’s needs while keeping their data safe and private. It also maintains the compliance requirement along with the security protocols while keeping pace with the CX tech trends.