Surveys find more than 50 per cent of the online buyers abandon a shopping cart if they are unable to get immediate answers to questions related to their purchases. Touch tone dials, interactive voice response and other changes in technologies have not improved customer response. The latest reports by Gartner claim - by 2022, the conversion on phones with the customer care representative will constitute only 12 per cent of all the service interactions, which will be 41 per cent lower than 2017. Self service is becoming the first choice, where customers across all industries want to get automatic and instant answers to their queries, without contacting a live representative.
Simplifying customer service using self service
Earlier phone and email messages were delivered to promote a product but now these methods take longer to get a positive response. Reliability and consistency has significantly declined in these areas. The new rule involves ways to convince the customer through better engagement where the customer should get speedy and truthful answers to their queries. Amazon, Uber and various other websites have proved the new customer engagement methods are simpler, faster and without any complications. Some of the trends that gained in 2018 will continue to grow in 2019 in website designing such as usage; VR, voice, typography, color selection and new UX patterns.
The year is expected to get significant investment in AI and machine learning, where customer service will be the top priority of the websites. Research claim at least 50 per cent of the companies will have AI integrated to their sites and apps for improving such services. The use of chat bots, virtual assistants and conversational UIs will increase. Intelligent searches, recommendations, automated categorization and speedy data research based on client’s requirement will be able to promote communication.
Many new websites are offering interactive designs where the APIs can be used for game development or for creating interactive animations or test codes etc. IVR interactive voice response system can be used to handle calls. The projects such as Asterisk and FreePBX provide open source ways to allow companies to put Private Branch Exchange on the networks.
Asterisk allows transforming a computer into a Private Branch Exchange. It involves interpretation of IVR messages where the user needs to enter the right combination of code at the receiving end to get the message.
The interactive design trends in 2019
Designers need to create a connection with the viewers where the layout, story and images could be used to get desired reactions. Animations can be used but it should be backed by engaging content, interesting story to convey, and have great depth in understanding the needs of users. Also, it should be supported by attractive design, fonts and colors.
The designs should be supported by voice commands and prototyping of the voice interface with relative actions and keywords to promote desired response to queries.
Virtual reality, three-dimensional structure and flat interface with visually interesting designs could be able to provide 3D realistic effect. Suitability to different platforms screens and devices are other imperative aspects.
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