Customer service has long served as the forefront of client relations and building successful business relationships. Customer service professionals have incorporated technology to remain competitive in providing effective business solutions and communications. It is imperative for businesses to be diligent in their efforts to evolve and maintain up-to-date customer service methods and processes. Here are some customer service trends that will mold the way you do business.
Social Media Functioning as Direct Communication. Since younger generations make up most of customer service requests, it makes sense that the 55% who use social media for customer service functions will likely use that form of communication.[1] Social media demands your attention as those who manage your social media accounts need to fully understand your product(s) and service(s). Chatbots are a great way to filter through FAQs and allow your staff to tend to more multifaceted requests.
Adding Humanness to Automation. Automation and artificial intelligence are creating a significant impact on all industries. Customer service has a bad rap for automated menus and spam calls, but when used correctly, automation and AI can positively impact customer service. For example, customizing automation can aid human customer service reps in managing service call volumes and better serving customers.
Product Demos Will Become the Norm. Acquire reported almost half of users leave a website if they cannot locate what they’re looking for.[2] As a solution, customer service representatives need to be prepared to jump in to help the customer in any way possible. Screen sharing and video conferencing are great ways to assist a customer and improve communication. It also allows businesses to determine recurring problems with user interface and provide insight to improved user experience.
Disaster Plan Development. From technical issues and cybersecurity to service outages and natural disasters, businesses need to remain proactive and create comprehensive disaster plans for these situations. Developing and implementing guidelines for specific incidents can support your customer service representatives handling such catastrophes to address the issues efficiently and appropriately. Be sure to discuss your disaster plan with your team and address any questions or issues before they arise.
Company-wide Training Programs. A lot of customer service teams deal with the client on a daily basis, whereas other departments may not. Help bridge the department gaps by ensuring company-wide training where all department issues and processes are discussed and understood to construct a collaborative environment. Discussing brand, marketing, user experience, and other topics can provide insight to better communication, collaboration, and company-wide success.
Utilizing these customer service trends will help you retain and evolve your client relationships and customer service processes. If you’re still struggling to find the right approach, reach out to your HR partner Human Capital for help. We value your business needs and offer an extensive suite of HR-related services that can support your customer service demands.
