Customer service and support are also key parts of business processes, as satisfied customers and high customer retention are directly correlated to a company's financial results and market recognition in the long run.
With that said, let’s dive into 9 trends you need to follow in 2024 to take your customer service to the next level.
1. Omnichannel customer service
With today’s technology available, it has become imperative to implement a customer service strategy that encompasses all possible channels. It’s not just about answering your phone – those days are long gone. Now, the latest trends in customer service allow the support agent to connect with customers through different channels – live chat , SMS, email, social media, live video, among others.
Including these not only makes the tasks of agents easier, but also ensures fluid communication and, therefore, a consistent customer experience. An omnichannel strategy allows us to cover all stages of our customers’ life cycle and detect needs or problems through multiple touchpoints.
Furthermore, it is crucial to remember that your customers are already active on each of these channels. To achieve and maintain engagement, organizations must adapt to these consumption and browsing habits. In summary, the main benefits of adopting this type of strategy are:
Customer satisfaction and business growth through uninterrupted service,
Real-time assistance via voice and chat,
Increased agent productivity,
Gain valuable insights into the profile of existing and potential customers.
Learn More: Customer Service: What Makes It Great?
2.
We just talked about the omnichannel communication strategy. So, if contacting india whatsapp number data customers through multiple channels is something so obvious, personalization is our most powerful ally, it is one of the most important customer service trends. Personalized customer service is synonymous with customer engagement, loyalty and trust.
75% of customers are more likely to buy from a business that contacts them using their name, purchase history, or recommends products based on their purchase history .
Accenture
One of the most critical parts of personalization is getting to know your customer. We realize that it can be difficult to meet each of them in person, so you should create a buyer persona profile to make this process easier. Once you’ve defined your customers’ key interests, needs, and challenges, you can move on to the second step.
Communicate with your customers as you communicate in real life, that is, address them by name, create an environment of trust and do not forget to focus, at all times, on their needs. With the help of a suitable CRM and the right customer service management system , you will be able to access your customers' request history so that you can provide them with the most appropriate solution.
3. Mobile first
Mobile devices are considered the most common and efficient means of communication. It keeps us connected all the time, with a variety of applications at our fingertips. Therefore, it is not surprising to see more and more companies implementing their services and adapting enterprise mobile device management solutions for this fast-paced environment.
From responsive websites designed just for mobile devices, apps to offer excellent customer service on the go, to a direct messaging line, organizations can use this medium to provide immediate or fastest possible responses.
According to Pew Research Center , 2.5 billion people worldwide own a smartphone.
Outerboxdesign.com reports that 80% of shoppers use smartphones in-store to check product reviews, compare prices, find other store locations or ask questions about products.
There are some aspects to take into account in order to provide adequate customer service via mobile:
Take advantage of mobile phone features: for example, the use of geolocation that allows the customer to know where to find branches of your business in case they require assistance,
Always be ready to give immediate response to your customers,
Responsive Design – This aspect is vital for customers to have a seamless experience with your website or online store. Poor design and low-quality user experience can damage your customer loyalty.
4. Real-time support: live chats
Imagine that a customer or potential customer is about to make a purchase on one of your online channels (website, online store), and has a question about your product or service. Wouldn't it be amazing to be able to help them immediately?
Live chat plays a vital role in your customer service automation process as your agents can offer your customers and potential customers real-time query resolution, with full customization included. The customer has access to this tool during all stages of the purchasing process. These are just some of the advantages of having a live chat available on your website.
Let's take a look at some benefits of implementing a chat as part of your support and customer service:
100% Human Attention: Live chat relies on the work of the support agent. It boosts your sales process because agents can formulate responses based on context, while analyzing customer sentiments at every stage of the purchase. Nothing beats human connection
Immediacy: This is especially useful when the customer faces problems when making a purchase (e.g. payment process) or has specific questions about a product. It is certainly impressive to have a support agent there to help potential customers.
Knowing your customers: Live chat software has data collection tools that allow the agent to anticipate the needs of users. This knowledge of the audience allows for a fluid and empathetic conversation.
