Quality management (QM), also known as quality assurance (QA), refers to the customer service strategies aimed at continuously improving service quality. The focus extends beyond just boosting service efficiency—it also aims to guarantee customer satisfaction and promote the professional development of support agents.
AI-driven analytics allows support teams to proactively meet customer needs with personalized, frictionless interactions. With the power to analyze vast datasets in seconds, AI detects patterns and trends that human eyes might overlook. This means businesses can fine-tune their operations and make data-driven decisions with razor-sharp accuracy.
Staying abreast of industry trends helps enterprises get a grasp on factors influencing customer communication. In the past, ThinkOwl has helped businesses stay ahead of the curve with insightful blogs on the renaissance of customer experience, and tech-fueled transformation of customer service.
For 2025 and beyond, the trend focuses on artificial intelligence (AI) as a means to improve digital customer support. Before exploring the AI trends that will improve customer support and experiences, it's helpful to first mention key service trends for 2025 and beyond where AI will shine through.
Customer service operations span from small local teams to vast international networks with thousands of representatives. The primary challenge for customer support teams lies in breaking the language barrier and avoiding communication gaps. Fortunately, AI has transformed the customer service industry for the better. From accents to dialects, AI-powered text translation features decode conversations, ensuring multilingual customer support, seamless communication, and elevated brand experiences.
Customer service is more than a business goal for modern enterprises today. When done right, it can become the vista through which brands attain their goals. These goals are a motivated workforce, a healthy return on investment (ROI), patronage of repeat subscribers, and positive brand recognition.
Is your team grappling with meeting heightened customer expectations amidst resource constraints and mounting economic pressures? A common misconception in the customer support industry is that you have to choose between a great customer experience (CX) or satisfied employees (EX). But the truth is, you can do all that and more by tracking customer behavior across touchpoints.
At a time when brands are placing so much importance on customer experience (CX), conducting customer sentiment analysis can help you take your brand to the top. Customer sentiment refers to the different emotions that your customers experience—positive or negative—while engaging with your brand. In this age of instant communication, how can brands conduct customer sentiment analysis? Let’s find out.
Predicting a customer journey, also known as customer journey mapping, is a fascinating process. If you are a business owner, you must have encountered surprise visitors (first-time website visitors for online businesses and new walk-ins for brick-and-mortar establishments). It’s a wonderful feeling if these visitors become your customers. Isn’t it? Can you visualize that process? Visitors, or people without idea who you are, become aware of you and your brand’s existence.
