If keeping up with the latest trends in customer service is so crucial, why is that?
How well a company handles consumer inquiries is crucial to its reputation. For this, Xfinity customer service is a prime example. That’s because, customers count on businesses to respond to their issues and wants. Customers are more likely to remain loyal and buy from you in the future if you provide them with exceptional service.
If you follow the trends, you’ll always be aware of what today’s customers want and able to give it to them. Taking advantage of today’s customer service technologies will allow you to not only meet but also surpass these customers’ expectations.
In doing so, you’ll boost client happiness and make the lives of your support staff a whole lot easier.
Most Effective New Trends to Customer Service
Now, let’s talk about 13 of the most popular changes that successful customer service departments have made recently and how your own organization might implement them.
Growing Self-Service Customer Support
Modern customer service is excellent because it puts the client in charge. Approximately 69% of customers make an effort to find a solution on their own before contacting help.
Customers who want to solve their own problems often turn to search engines like Google in an effort to do so. As a result, the value of articles in knowledge bases has increased by 20% worldwide.
Your clients may solve their own problems with the help of tools like frequently asked questions websites, knowledge base articles, and integrated resource centers.
Making In-App Coaching and Support Automated
The success of on-demand assistance depends heavily on automation. Using AI and API workflows, customer service teams can save time and energy by automating mundane but necessary tasks.
By reducing response time while increasing efficiency and accuracy, automation is a powerful tool. A knowledge base in an integrated help center, for instance, can be used to automatically guide visitors to articles that answer their inquiries.
The in-app customer care process can also be automated to improve responsiveness. When a user engages with a certain feature or completes a particular event, Userpilot can launch interactive walkthroughs, in-app video tutorials, or tooltips automatically.
Userpilot Allows You to Make and Monitor Your Own Events
Userpilot allows you to take this a step further by tailoring your automated workflows to the unique requirements of your user base.
Investments in Customer Service are on the Rise at Many Companies
Along with the rise in digital usage, investment in cutting-edge digital solutions has skyrocketed. Half of business executives estimate that the rate of digital adoption has increased by 1-3 years, while another 25% put that number at 4-7 years.
As a result, 63% of businesses are putting in more effort to enhance the customer service they provide. To better serve their customers, businesses today pour more resources into areas such as customer data analytics, automation, self-service, customer service agility, digital channels, data security, etc.
Customers are Looking for More Unique Services
In today’s era of self-service help, only the most complicated inquiries will reach your support staff. And no customer expects to be treated like a number when they reach out to your staff.
Instruct your support staff on how to tailor their help to each individual consumer. Do your best to hear the customer out, empathize with their situation, address them by name, take the time to fully grasp their needs, and not leave them hanging while you figure out how to help them.
A well-prepared customer support crew is a wonderful marketing tool, as 92% of customers say that service is extremely important when choosing a company to do business with.
Customers Want Companies to Show More Compassion
As a result, you need to show customer intelligence and flexibility in responding to support inquiries, even if they don’t fit neatly into your typical response template.
Importantly, this need for clients to feel understood extends to the values that your company upholds. Customers are looking for an organization with clear priorities and open policies.
Since the beginning of the epidemic, there has been a rapid increase in the popularity of omnichannel assistance. Customers today use a wide variety of channels—email, social media, phone, live chat, in-app messaging, etc.—to get their questions answered and make purchases.
Because consumers now use a variety of support channels, a monolithic approach is no longer viable. With omnichannel support, you can centralize all of your communication channels with customers.
With a centralized help desk, it is much simpler to keep track of a customer’s progress across channels and provide assistance even when you’re on the go.
Consumers Count on Businesses to Streamline Routine Operations
The routine tasks of customer support, such as answering questions, resolving common issues, transferring calls, and writing follow-up notes, can get old fast.
Automation has made it so people no longer have to go through that hassle. You may automate case assignments and follow-ups with the use of application programming interfaces and procedures.
Customers now anticipate fully automated experiences across the board, from order status updates (41%) to problem resolution (17%). They have seen firsthand how automation has enhanced their customer service and are anticipating more companies will follow suit.
Keeping existing clients is the primary focus of all cutting-edge practices in customer service. Improve customer engagement, satisfaction, and retention by working toward a more streamlined customer experience.