Impact: Dramatically reduced time spent navigating menus and fewer mis-transfers, leading to a faster and more satisfying initial connection.
Proactive and Predictive Support:
Trend: Best Buy’s data analytics capabilities will allow them to predict potential issues. For instance, if a delivery is delayed, or a common problem is identified with a product you own, you might receive a proactive call (or alert with a direct option to call) offering assistance before you even realize there’s an issue.
Impact: A shift from reactive problem-solving to anticipating and preventing customer frustration, enhancing overall satisfaction.
Seamless OmniChannel Handoffs
Trend: The integration between phone, chat, text, and in-store interactions will become virtually seamless. You could start troubleshooting via chat, and if the issue escalates, a phone agent could call you with full context of your chat conversation, eliminating the need to repeat information.
Impact: A truly unified customer journey, where all touchpoints are connected, making support efficient and personalized regardless of the channel.
Video Support and Augmented Reality (AR) Assistance:
Trend: For complex product setups or troubleshooting, agents might offer the option for video calls. With your permission, you could share your phone’s camera view with the agent, allowing them to visually guide you through steps on your home theater system or appliance. AR overlays could even point out specific buttons or ports.
Impact: More precise and effective remote troubleshooting for visual or physical tasks, bridging the gap between phone support and an in-home visit.
AI Augmented Human Agents
Trend: Human customer service agents will be increasingly empowered by AI. During a call, AI tools can provide real-time information, suggest solutions, or pull up relevant customer history and product manuals instantly, allowing agents to offer faster, more accurate, and more comprehensive service.
Impact: More knowledgeable and efficient human interactions, as agents are supported by the best available information and analytical capabilities.