Companies have realized the importance of customer service and its impact on loyalty. According to a survey, 77% of customers are more loyal to businesses that provide excellent service. But what does great customer service look like in today’s world? Have customer expectations changed? In this article, we will explore the top 7 customer service trends that companies are adopting to enhance their support game in 2022 and beyond.
Customer Service Becomes the Brand
Customer support agents have become crucial as companies deal with a record influx of support tickets, with a 30% increase from the previous year. With more customers shopping online, support agents have become the primary touchpoint for customers to engage with brands. They now fulfill roles such as the friendly face at the door, the dressing room associate, and the checkout clerk. Customer support is now a key driver of brand loyalty, with 50% of customers considering it more important than a year ago. As customer expectations rise, companies are prioritizing the customer experience, realizing that one bad experience can lead to customers taking their business elsewhere.
Speed Up Your Digital Timeline
The global pandemic has accelerated the need for digital transformation. 75% of company leaders agree that the pandemic has compressed the timeline for acquiring new technologies to reach customers and connect distributed service teams. Businesses worldwide expect customer experience investments to increase in the coming year. It is crucial for companies to invest in technologies that improve the customer journey to avoid being left behind.
Customers Expect Companies to Lead with Their Values
Customers have reexamined their values and expect businesses to connect with them on the issues they care about. Companies must go beyond providing fast and convenient service and prioritize understanding their customers. By placing customers at the center, companies can build deeper connections and gain insights into the issues that matter most to their customers.
The Rise of Messaging
Messaging channels, such as WhatsApp and text, have gained popularity during the pandemic. Nearly a third of customers messaged a company for the first time in 2020, and 74% plan to continue doing so. Social messaging apps have become the most popular channel, especially among younger customers. Companies have recognized this trend and have added messaging as a new support channel.
Automation Improves Experiences for Customers and Agents
AI and automated chatbots have become vital in handling the increasing volume of customer interactions. Interactions with automated bots jumped 81% in 2020. Chatbots can provide round-the-clock responses and quick handoffs to human agents, resulting in a smoother customer experience. Customers find chatbots most helpful for less complex requests, while human agents focus on more complex issues.
Emphasis on Agility
Support teams need to be agile and quickly adapt to changes. An omnichannel approach, workflow management tools, and blended agents who can work across channels have become essential. Training agents to deflect tickets with self-service knowledge bases has also proven effective. Support teams that prioritize agility have faster response times and happier customers.
The Data Transparency Advantage
Transparency regarding the collection, use, and sharing of personal data plays a critical role in customer-company relationships. Customers value their privacy and expect businesses to communicate clearly about their data practices. Companies that prioritize data transparency will earn the trust and loyalty of their customers.
FAQs
Q: How do these trends impact businesses?
These trends highlight the evolving expectations of customers and the need for businesses to adapt and prioritize excellent customer service. By embracing these trends, companies can enhance their customer support and build stronger relationships with their customers.
Q: What can companies do to excel in customer service?
To excel in customer service, companies should focus on understanding their customers, investing in digital technologies, leveraging messaging channels, automating processes, prioritizing agility, and being transparent about data practices.
Conclusion
Customer service continues to play a crucial role in shaping customer loyalty. By staying updated with the latest customer service trends and implementing strategies that align with customer expectations, businesses can provide exceptional support and build long-lasting relationships with their customers.
Sources: News Explorer Today