Consumer expectations are changing daily, and technology has a lot to do with this. The digital age has made customers expect instant gratification; when technology makes just about any information available at the click of a button, more and more people are turning to their devices for answers. With this technological transformation comes many up-and-coming customer service trends that companies can get behind to transform their business and cater to the expectations of the customer. After all, Gartner research predicted that 85% of consumer interactions will occur without interacting with a human face-to-face.
Does this mean that companies should rely solely on artificial intelligence to run their business? No, but they can certainly benefit from using it as a supplemental tool.
What are Customer Service Trends in 2021?
Customer behaviours have drastically changed since the pandemic hit in 2020. There’s been a shift in what customers find valuable and important. The changes in consumer behaviour and digital-first shopping transformed customer service trends have taken on a new identity in 2021. Throwing out the old and bringing in the new, here’s an analysis of some of the critical customer service trends happening right now that every business should be addressing.
It’s all about enhancing the digital customer experience. Let’s take a closer look at the current trends in customer service that can help you run your business and satisfy consumers:
8 Current Trends in Customer Service
Keeping up with what’s new in customer service trends can be difficult when trends emerge so regularly. However, we can help you navigate through the trenches and understand the ones that matter most. We recommend addressing these trends in your CX strategy:
1. Promote a Strong Company Culture
Customer service has always been dedicated to taking care of the customer. But at NRF 2020, Alex Genov, the manager of research and user experience at Zappos shared the importance of shaping the company culture of your business to reflect the customer care you want to provide. More speakers at the event detailed how they refer to their customer service employees as something more encouraging, such as “brand ambassador.” Empowering the customer service agent is one way to get the positivity flowing through the customer journey.
2. Make Your Customer Service Options Mobile-Optimized
Today, everyone you know has a smartphone. And if they don’t, it’s rather shocking.
With so many people using devices that bring convenience right to the palm of their hand, it’s advantageous for your business to make sure its website works on mobile. Specifically, it’s critical that your customer service options are optimised for mobile. According to a Gartner survey of nearly 9,000 customers, the most preferred device for issue resolution was the phone at 44%.
The more channels your customers have to reach you, the better their odds of doing so and feeling satisfied with your ability to communicate.
3. Build Strong Customer Connexions
Making the customer feel as though they’re a part of a community when they purchase your products or services is a great indication of strong customer service. This builds brand loyalty and advocacy and strengthens the relationship between the consumer and the business. When customers trust your brand, they’ll feel more comfortable and confident reaching out to your customer service representatives if something does go wrong.
4. Take the Omnichannel Approach
This isn’t exactly one of those new trends in customer service, but it’s still very important to consider in 2021. Often confused with multichannel support — or offering customers more than one option for contacting your customer service representatives — omnichannel support is guaranteed consistency in customer service as they shift from one channel to the next, so conversations are picked up right where they left off. With the right technology, your business can achieve an omnichannel approach with ease.
5. Focus on Self-Service Opportunities That Benefit Your Business
Many customers are confident in their ability to navigate your page and figure out the answer to their problem without feeling the need to contact customer service. While we do encourage having additional options like chatbots and live agents, one way customers can answer some of their own queries is through your Knowledge Bases (KB) or Frequently Asked Questions (FAQs) page.
As explained by Knowledge Owl, a KB and FAQ page are similar pieces of collateral that are each considered a self-service option that, giving your customer service agents a break from the repetitive questions that tend to flood their inboxes.
Building these pages up on your website can enable effortless self-service. Just make sure customers are directed strategically back to your customer service agent as needed
6. Be Responsive on Social Media
Just like owning a smartphone, most consumers have a social media presence on one or more channels. Not only are they using these platforms to communicate with family and friends, share pictures and laugh at memes, they’re also turning to social media as a way to connect with brands from a customer service standpoint. Patrick Cuttica, Director of Product Marketing at social media management company Sprout Social, told Business News Daily that brands should focus some of their customer service efforts on social media to satisfy their customers.
“Brands need to be thoughtful about which social platforms their customers are using [and] … focus their engagement efforts there,” Cuttica said. “A successful customer service strategy requires that a brand be present and available across the channels their customers prefer.”
7. Use Chatbots to Your Advantage
Contact forms are becoming less attractive to consumers. Why? Because they want fast, convenient service when they have a question or problem that needs to be solved. Chatbots are a great way to get the conversation started with customers without resourcing your agents to stand by every time a customer enters your site. Chatbots can pull information from knowledge bases to serve answers up to customers. Plus, they can be used to answer low-level support questions and provide 24/7 support, saving agents thousands of man hours.
8. Continuing to Utilise Live Support
Remember: While chatbots are highly advantageous, that doesn’t mean that AI should replace your talented human resources. Your business can benefit from bringing both together to increase scalability and drive efficiency across all customer service channels. AI can automate manual tasks and provide initial information about customer problems, giving agents the information they need to solve customer problems without compromising quality. This makes customer service more convenient for customers and can even improve your engagement and satisfaction scores over time.
Does Your Digital Customer Service Strategy Deliver?
Customer service technology can help you incorporate these new trends into your current strategy. Kustomer enables you to deliver effortless, personalised customer service, powered by intelligent insights and unified data.
Understanding how to deliver on growing customer expectations can be challenging without the right tools. That’s why we’ve created our Buyer’s Guide to provide the resources you need to evaluate potential partners, measure your success and pick the perfect customer service software solution. Request a demo today to schedule your 15-minute introductory call and learn how Kustomer can help.
