For many years now, the customer service industry has been in a period of significant change. That constant adjustment has seen many customer service norms we grew up with consigned to the dustbin of history. Today, customer service in 2019 is very much different to how it was even in 2018. With that in mind, it pays to understand and grasp the top trends in customer service in 2019. The problem is, where do you start?
Let us help you work out what the most important trends to follow with regards to customer service are.
People want faster resolutions
One problem with customer service in the past is that it was acceptable for a period of 48-hours to pass before the first reply. Now, anything beyond a couple of hours is going to leave someone tapping their timepiece, waiting for you to get a response to them.
So, make sure that you get used to the art of solving the entire issue within 48-hours; two working days to merely begin parlay isn’t acceptable, even if it was the norm once.
Customers want a personal approach
Making sure that every customer on your service comes with a full profile for you to look through is essential. Why? Because your staff will be expected to know who this person is; what they bought, what they looked at on your site etc.
If your business is not doing enough to personalise customer service, you will lose business. People want you to know who they are; they bought from you, so they expect your undivided attention.
Customers no longer want to explain themselves
Moving on from the above, when a customer is contacted regarding a query they have made, they expect you to know what it is already. A customer now knows how much data a business holds about them; they expect you to use that data to know what their problem is before they tell you.
The most common trend, then, comes from customers who want you to know what the problem is – and what the solution is – before you even talk.
AI is becoming more important
More and more businesses are now using AI to help make sure that they can do all of the above. It should make it easier for you to ensure that people get a more customer-centric, specific message delivered to them. Expand out over time; AI for customer service is still growing, but it has a huge amount of potential.
Start small, build big
Many companies make the mistake of trying to edit their entire customer service philosophy in one go. We recommend adding in small amounts of technological adjustment, more information per customer to each customer profile etc. – start small and build up the customer experience solution over time.
Good customer service needs buy-in from the business executives. As such, gradually improving the customer service platform is far more likely to receive financial and executive backing. Keep that in mind: a wholesale change has to be made, but can it really be made all at once without lasting damage?