You need to up your customer support game and you need to do it now. Consumers’ expectations of customer service have reached new heights. This resulted in organizations to either heeding the call or risk business failure. Consumers have also been putting greater stock in customer service. And as we all know, customer service has become a major consideration when choosing a brand. Companies have been turning to top customer support programs to improve customer service. This can is evident in current customer support trends
If you are a customer support executive, planning your next move would be a good idea. Businesses should revisit key support areas and anticipated early in the planning process. You only need to look at the latest customer service trends to confirm this. Companies must focus on factors like technology and agent skills. if they are to improve customer service. Here, we have compiled some of the latest customer support trends. These will help you in your drive for better customer support.
Friendly and knowledgeable agent%
Resolving the issue in a single transaction%
Not having to repeat myself%
Getting response and information without contacting support%
Source: microsoft.comDesigned by
There’s No Replacing Humans
Yet, companies cannot recruit and deploy controllers. Businesses should train nurture people with high CQ, preferably in a CQ-charged environment. As it goes, controllers cannot do things by the book but rely on personal judgment to resolve issues.
A vast majority of today’s consumers make purchases using different devices. Single-channel support cannot track a customer’s journey. This is true if that customer keeps on jumping from one device to another. Only by offering omnichannel support will one be able to serve a customer at all stages of the journey.
Offering omnichannel support will give your customers a high-quality experience. This is regardless of the way they make contact. An example of this is if a customer calls your customer service and later sends an email. Omnichannel supports eliminates the need to ask for the customer’s data again. This is one of many key customer care trends,
Customers shared bad experiences with others
Customers stopped buying from a business because a competitor offered a better experience
Customers shared good experience with others
Customers willing to pay more for a great experience
Source: Salesforce Reseach, 2018Designed by
There is more to customer service than just processing tickets and providing canned responses. Good customer service should be built around the notion of achieving success for every customer. By customer success, we mean the achievement of successful outcomes from the customer-vendor relationship.
Customer success can be realized by using all resources available to ensure that customers remain happy. More and more companies are focusing on customer success, which has led to the reduction of customer churn and increased feedback from third parties.
Social media has emerged as a valuable business tool, finding its way into companies’ bag of marketing tricks. But as the social media pendulum swings both ways, these platforms are also seen to be effective in customer support well. The only difference is this time, customers will be the one to contact businesses through social media. This is but one of the most notable social customer care trends.
Studies conducted by ValueWalk have reported that 63% of customers expect businesses to offer support via social media. This number is expected to further increase as social media use continues to burgeon. This is why it may be a good idea to integrate your customer service with social media platforms this early.
More customer service agents will be working from their homes in the next few years. Companies will be enlisting the services of freelancers as many customer service jobs can be accomplished virtually anywhere. The fact that finding people to fill these positions is a challenge in itself, not to mention retaining them.
In the United States, the prospect of relocating entire families as part of the recruiting process can greatly impact companies’ coffers. So if you need agents but are having a hard time hiring them owing to geographical problems, you may want to give remote work a try.
The use of chatbots and messaging in customer service has been gaining traction among companies. These technologies provide businesses with the opportunity to offer support in real-time. Live chat, for example, effectively puts an agent on standby at all times. Customers, in turn, get the impression that your customer service is always available.
Real-time support has distinct advantages that other support types do not have, including increased conversions, reduced response time, and quick issue resolution. This type of support is one of the most highlighted b2b customer service trends. One good way to provide real-time support is by adopting ways to provide good online customer service.
Internet of Things (IoT)
Voice-activated personal assistants
Source: Salesforce Research 2018Designed by
It would be great if all the information about your customers is stored in a single and accessible hub, wouldn’t it? Customer data are valuable tools when it comes to mapping the customer journey. The only problem is, customer information is usually stored in different compartments, making customer experience management a bit difficult right now.
But despite the customer data clutter, many companies still manage to track the customer journey. Being able to do so gives them the opportunity to improve customer experience on a scale that’s previously unheard of. Attracting customers is one thing, but retaining them is another. It is only through personalized customer experience will you be able to build brand loyalty.
The customer support trends discussed above are all currently happening and choosing to ignore them will result in you missing out on opportunities to make happy customers. Bear in mind that developments such as the use of social media, focusing on agents’ control quotient, pursuing customer success and using new tech to provide real-time customer service are but some of the trends that you should watch out for. And don’t forget, not all these trends may apply to you.
Coming up with sound customer support ideas should be centered around what your customers need. If you feel that many of your customers simply come and go, focus on boosting customer experience. Are you having problems with agent productivity? Maybe it’s time you let them work from home. And if some customer service requests are being left unaddressed, go for multichannel support. This way, you have them all covered regardless of what communication channel they use to get in touch with you.
Today’s customers should be nurtured and nurtured well. Don’t get left behind in the customer support game. Consider these trends and learn for them. This way, you can establish long-term relationships with your clients, who may also help expand your business by recommending your brand to others. Also, check out the latest customer support statistics to get a clearer picture of what’s happening on the ground.
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