Companies have put customer service at the top of their priority lists, Digital Marketing Agency Mohali and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?
Top 7 customer service trends
After a volatile year, one thing is certain: customer service matters more than ever before.
Here are the seven customer service trends that are helping companies up their support game through 2022 and beyond:
1. Customer service becomes the brand
2. Speed up your digital timeline
3. Customers expect companies to lead with their values
4. The rise of messaging
5. Automation improves experiences for customers and agents
6. Emphasis on agility
7. The data transparency advantage
Customer service becomes the brand
When was the last time that companies were so reliant on their customer support agents? To start, they’ve been dealing with a record influx of support tickets — 30% more than last year. Digital Marketing Agency Mohali and with people shopping more online. They’ve become the primary way that customers engage with brands.
With fewer in-person experiences, customer support agents have stepped in to fill many key roles. They’re now the friendly face at the door, the dressing room associate, Digital Marketing Agency Mohali and the clerk at the checkout counter. And in some cases, they’ve even provided a friendly shoulder to cry on.
Speed up your digital timeline
Forget multi-year plans for a digital transition, the time to act is now. 75% of company leaders agree that the global pandemic has compressed. The timeline for acquiring new technologies to reach customers and connect distributed service teams:
• 50% say that digital adoption has accelerated by 1-3 years
• 25% say that digital adoption has accelerated by 4-7 years
Innovative solutions and technologies are no longer just for the digitally savvy, but for all teams. Over half of businesses around the world expect customer experience investments to increase in the next year. And those that don’t evolve risk getting left behind.
Customers expect companies to lead with their values
As a global pandemic transformed the way we live, collaborate, and connect, economic and social disruptions also forced customers to reexamine their values, and what they expect from the companies they do business with. It’s not enough for companies to simply provide fast, convenient service. Now, more than ever before, they must connect with their customers on the issues they care about:
• 63% of customers want to buy from socially responsible companies
• 54% want to buy from companies that prioritize diversity, equity, and inclusion in their communities and workplaces
• 49% want to talk to an empathetic customer service agent
The rise of messaging
If 2020 had a breakout star, messaging would be it. As customers sheltered at home in their favorite pajamas, they turned to other comforts: familiar channels like WhatsApp and text. Digital Marketing Agency Mohali nearly a third of customers messaged a company for the first time in 2020.
Over the course of the pandemic:
• WhatsApp tickets jumped 219%
• SMS/text tickets: up 30%
• Live chat tickets: up 27%
• Social media tickets: up 26%
• Email/webform tickets: up 16%
• Phone tickets: up 8%
Automation improves experiences for customers and agents
Interactions with automated bots jumped 81% in 2020, and they’ve quickly become a vital part of any messaging strategy. Bots make round-the-clock responses possible. Digital Marketing Agency Mohali and quick handoffs between bots and human agents means that customers don’t have to repeat themselves. Below are a few examples of what you can learn. They are broken up into 4 categories: General Marketing Tips, Website Marketing (the most exciting one!), Newsgroups Marketing (including BBSs’, CompuServe, and AOL marketing), and E-mail Marketing.
Emphasis on agility
Automated chatbots are just one way to process tickets more efficiently. And after a volatile year, companies want to build greater agility into their support team.
To become more agile, support leaders must be able to:
• Quickly scale their operations
• Streamline workflows across teams
• Reduce the demand on agents
If they aren’t using one already, teams should consider an omnichannel approach, which integrates all of a company’s available channels into one streamlined workspace.
The data transparency advantage
Half of customers are willing to walk away after one bad customer service experience. Digital Marketing Agency Mohali but it’s not just an unhelpful support agent, a delayed order, or even a convoluted return process that has them jumping ship.
Transparency around how businesses collect, use, or even share personal data, now plays a critical role in any customer-company relationship. If the marketing effort fails the first time out, most small business owners without a big marketing budget cannot afford a second effort.
I have over 60,000 people visit my site every month to buy my products — you can do it too! Anyone can duplicate my results! If you really look at the Internet profile, it is an almost “perfect” market. Most of the users are educated, can afford a computer (proving they have disposable income and money to buy what you’re selling).
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