COVID-19 has shaken up the economy considerably, with many enterprises going out of business, while a significant number of companies were forced to work from home. As a residential and commercial cleaning firm, we witnessed a sea change in our operations, and as a result are currently receiving more house cleaning projects. 

The pandemic also allowed us to reflect on how we could enhance our customer service to assist our clients as they slowly start to re-open their offices.

From our online research we found that in 2021, the customer experience will become more effective with the introduction of new technology. We thought we’d share our curated findings, so read on to discover how you can also take advantage of these trends.

The ‘M’ factor 

We’re talking M for ‘mobile.’ Smartphones are growing ever more powerful, and their ownership increases every day. According to, 80% of shoppers use mobile phones in-store to check product reviews, compare prices, or find other store locations.

“Mobile is becoming not only the new digital hub but also the bridge to the physical world. That’s why mobile will affect more than just your digital operations — it will transform your entire business.” – Thomas Husson, Vice President, and Principal Analyst at Forrester Research

Here are some stats to illustrate this point:

  • Mobile web adoption is growing eight times faster than web adoption did in the 1990s and early 2000s. (Source: Nielsen)
  • Around 1.2 billion people are accessing the web from mobile devices. (Source: Trinity Digital Marketing)
  • 58% of all US consumers already own a smartphone (Source: ComScore)
  • Missing out on a mobile-optimized website is like closing your store one day a week. (Source: Google)
  • As you can see, providing customer service through mobile is very much in the interest of any company aspiring to keep up.


Intelligent self-service tools and AI (artificial intelligence)–based chatbots will replace manual queries. “In the long run, I think we will evolve in computing from a mobile-first to an AI-first world.” – Sundar Pichai, CEO at Google Inc.

Therefore, it’s widely believed that self-service tools will be the new customer service trend in 2021. If you’re still thinking, about why organizations need to focus on self-service tools, here are a few problems it solves:

  • Adapt to constantly changing business needs
  • The inability of IT to meet business user demand
  • Needing to be a more analytics-driven organization
  • Slow or untimely access to information
  • Business user dissatisfaction with IT BI capabilities
  • The existing environment is too complex to use
  • Lack of IT budget or need to reduce IT budget 
  • Lack of IT BI/DW skills

Want to find out more about chatbots? 

Check out the whitepaper- The Rise of Chatbot in Customer Service.

Business intelligence (BI) and performance analytics provide crucial insights, empowering employees to make better business decisions. Adoption of business intelligence enterprise-wide is surprisingly low. According to BI Survey 13 published by BARC, just 15% of employees use business intelligence in places where it’s available.

Perhaps misconceptions about business intelligence being expensive, challenging to use, and failing to deliver real business value are fueling this situation.

But the truth is that AI bots like Acquire Chatbots or MobileMonkey create valuable data while simultaneously providing seamless real-time customer service.

Customer service reps will work from home

In 2021 and beyond, companies will witness considerable growth in their freelance workforce. Customer service jobs, in particular, are easily performed from home. Having this freedom may even help companies find and retain talent for these roles.

If companies need new customer service reps in CANADA, the real estate cost alone would be astronomical. It’s a perfect chance to list the job as a remote opportunity. You would be amazed by the influx of outstanding candidates.

Machine Learning can change the whole customer experience

Machine Learning is a data analysis technique that automates analytical model building. It does this using an algorithm that iteratively discovers from data. Machine Learning allows computers to find things without being programmed where to look.

The iterative aspect of Machine Learning is essential since as models get exposed to new data, they can independently adapt. They learn from previous computations to produce reliable, repeatable decisions and results. The science isn’t new – but it’s still gathering momentum.

Some advantages of Machine Learning are:

  • Intelligent customer service chatbots
  • Improved product search
  • Dramatically improved on-site merchandising
  • Market-adjusted pricing
  • Fraud detection and prevention
  • Improved business decision-making

Real-time support

Marketing is great for giving information about a product or service, but what happens when potential customers are already interested, browsing your website, and ready to purchase? It’s a perfect time for live chat. Let them know you are there for them by allowing them to contact you in real time.

The following reasons make Real-time support helpful:

It helps solve customer’s problems quickly.

It reduces response time.

It increases conversions.

It’s convenient for customers.

It boosts customer engagement and satisfaction.

Live video streaming is going to boom

The new generation is going crazy for live video streaming. If you’ve got an e-commerce site, it’s an excellent opportunity to communicate with your customers in a new and exciting way. Find strategies for weaving live video streaming into your operations, such as launching new products or running Q&A sessions, and driving forward your company’s success.


The easy availability of seemingly endless information makes web search tools an absolute necessity. With the mass adoption of constantly-connected smartphones, it becomes even more pertinent. Mobile web searching has become second nature, to the point that users would get lost without it.

However, using a keyboard to type out query terms is not always practical – tiny keyboards often make it difficult to type. In any case, speaking is much faster than typing. With this in mind, researchers figured out a way to collect speech on smartphones, sending it to a voice-recognition algorithm that returns the corresponding text in seconds.

In a 2014 research report, Google found that 55% of teens and 41% of adults in the US used voice search more than once per day.

With this growth in natural language voice search, there’s an increase in the use of questions in search phrases. Search Engine Watch reports the use of search queries starting with “who,” “what,” “where” and “how” increased 61% year on year.

With many years of experience, Fresh & Shiny in Ajax, ON, will help you with your commercial and residential cleaning needs. We are insured and licensed, and our team renders a fast, honest, and reliable service.

Our services include deep cleaning, regular cleaning, move-in / move-out cleaning, and post-construction cleaning for homes and offices around the Durham Region.

We serve clients across Ajax, Scarborough, Pickering, Oshawa, Whitby, Courtice, Brooklin, and the surrounding areas.

If you have any questions about cleaning, please contact us by clicking here. To learn more about the other services we have to offer, please click here. 

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