{"id":50537,"date":"2022-01-11T15:51:41","date_gmt":"2022-01-11T23:51:41","guid":{"rendered":"\/us\/en\/blog\/?p=50537"},"modified":"2024-08-06T08:17:33","modified_gmt":"2024-08-06T15:17:33","slug":"the-customer-experience-2021-wrap-up-and-trends-to-watch-in-2022","status":"publish","type":"post","link":"\/us\/en\/blog\/the-customer-experience-2021-wrap-up-and-trends-to-watch-in-2022\/","title":{"rendered":"The customer experience 2021 wrap-up (and trends to watch in 2022)"},"content":{"rendered":"

As restrictions lift, some companies are transitioning back to their pre-pandemic ways of doing business. But consumers have grown accustomed to using many virtual and low- or no-touch options\u2014such as curbside pickup, remote meetings, and increased digital payment methods\u2014and want to continue using them in the future. According to Forrester1<\/sup><\/span>, one-half to two-thirds of consumers in the U.S. and Europe say that the pandemic has altered the way they shop for goods and services.<\/span><\/p>\n

To navigate this transition to \u201cthe new normal,\u201d brands must determine which \u201cpandemic-era\u201d services to keep, which to tweak, and which to do away with. Companies in 2022 must implement proactive initiatives to meet customers where they are\u2014particularly through digital customer experiences like omnichannel messaging<\/a> and other engagement touchpoints.<\/span><\/p>\n

The customer experience in 2021 was a product of companies being reactive during a challenging time. But in 2022, the state of customer service will be a product of companies taking proactive measures to provide meaningful customer interactions.<\/span><\/p>\n

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What we learned about customer experience in 2021<\/b><\/h2>\n

Pandemic or not, RingCentral was\u2014and continues to be\u2014committed to excellent customer experience in 2021. To make the most of a difficult situation, we set up our agents to work remotely and coached them to provide support at or above the level of customer care we expect of them when working in a physical contact center. To keep up with the customer experience trends we tracked in 2021, we also had to take a look at our own data security standards and learn how to better meet our customers\u2019 personalization expectations.<\/span><\/p>\n

\"Call<\/p>\n

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Managing remote agents is a whole new ballgame<\/b><\/h2>\n

When we think of customer experience 2021, we immediately think of <\/span>managing a remote contact center<\/span><\/a>.<\/span><\/p>\n

We\u2019ve discovered that a few of the most common remote contact center challenges are:<\/span><\/p>\n