The stakes are high in providing a positive customer experience for the coming year. Implementing new technologies, using innovative platforms, and conceptualizing smarter strategies are just a few reasons why customers expect better support and service in 2023.
It’s not enough to meet customers’ expectations; companies are now aiming to exceed them. Especially with 80% of customers who place the same value on the support a company provides as its products and services.
Knowing the upcoming customer service trends for the following year and beyond will help you stay ahead of the game. Below are the top trends to look forward to.
3 CUSTOMER SERVICE TRENDS
1. EXTREME PERSONALIZATION
There are no limits to the power of automation. Through it, customer interactions are more personalized, even if there is no actual agent on the other end of the line.
Having AI tools and access to a multitude of data helps organizations create a more personalized experience for their customers. Businesses can see a 15% increase in revenue by adding personalized elements to their customer service.
This is also a way of collecting valuable data and information that can be used by employees to drive and convert more sales.
2. INCREASE IN SELF-SERVICE OPTIONS
Around 67% of customers prefer using self-service helpdesks rather than engaging with a representative.
Customers who aren’t keen on interacting with agents or chatbots can go over a stream of resources to help them find the right solutions to their problems. The right self-service tools provide a new way of doing things in the customer service landscape.
Ensuring you have a complete array of solutions for customers to DIY a problem is also a must. The modules must be in simple and contextual language for customers to easily understand the processes they need to undertake.
3. ENHANCED OMNICHANNEL EXPERIENCE
Consistency is the key for 69% of customers. People want seamless messaging and data collection on multiple platforms, but only a few companies are doing this practice currently.
In 2023, more businesses will implement more integrated environments so customers can move from one channel to another without the need to start over from their previous conversation. In this way, customers have a faster process and a more convenient experience.
ADAPT YOUR CUSTOMER SERVICE SUPPORT
Implementing these new practices will help your business stay ahead of the competition. The Remote Group gets you connected with customer service experts that work towards innovating your company’s overall customer experience. Get in touch with our outsourcing experts today to see how we can work hand-in-hand for your business growth.