Customer Support trends in 2023

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 factors why customers expect better support and service for 2023.

It’s not enough to meet customers’ expectations, companies are now aiming to exceed them. Especially with 80% of customers who put the same value on the support a company provides as its products and services.

Knowing the upcoming customer support trends for the following year and beyond will help you stay ahead of the game. Here are the top trends to look forward to:

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 help organizations in creating a more personalized experience for their customers. Businesses can see a 15% increase in revenue by adding in 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.

Increase in self-service

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 support 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 processes they need to undertake.

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 Support

Implementing these new practices help your business stay ahead of the competition. The Remote Group gets you connected with customer support 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.

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