5 Customer Service Trends to Watch Out For in 2022
Knowing what customers need is key to increasing leads and keeping existing clients satisfied. So, to ensure that your online business is on top of the game, you should be aware of some modern customer service trends. We give you 5 noteworthy trends in this informative article.
1. Personalization is in.
According to Salesforce, “66% of customers expect companies to understand their needs and expectations”. So, it just makes sense that you come up with a customer service approach that will make your customers feel understood and valued. And, you can achieve just that by giving your customers a personalized experience. Make them feel like you see them as a person with customized needs. Your customer reps can do this by interacting with them on a personal level. This does not necessarily mean knowing their personal lives but more of asking questions that aim towards solving their specific concern and not just offering a generic answer.
2. Customer experience is a top priority.
With the boom of digital marketing, more and more customers are expecting online businesses to offer them a high level of customer experience. According to Zendesk, “63% of companies are spending more time prioritizing the customer experience”, and you should as well. Offering your leads satisfactory digital customer service is one great way of acquiring more clients and keeping your existing customers loyal to you. More than anything else, shift your focus on customer experience this year (and moving forward) so your clients feel that their needs are indeed prioritized.
3. Automation is used for simple tasks.
Customers prefer automated interactions for menial tasks, such as the following:
- Tracking orders
- Checking balance
- Changing orders
- Returning / Requesting for an exchange
- Requesting a quote
- Asking for technical support
- Filing a complaint
4. Self-service is still standard practice.
Thanks to Google and other search engines, online customers can find answers to their questions by doing a quick online search. This is why your company should have a well-established image on search engine results pages so clients can easily look you up. For example, you should have a Google My Business profile so that your company info comes up at the top of search results whenever leads search for your company name. Since digital customers prefer doing an online search through their mobile phones, your website should also have a responsive design that makes it easy to navigate. Also, consider putting a FAQs page on your website as your visitors may want to answer their own questions by browsing your website’s inner pages.
5. Chatbots continue to be popular.
Conversocial reveals that “71% of customers already expect brands to offer customer support over messaging channels”, most especially a chatbot. More than 50% of the customers who were part of the survey specified that they expect a chatbot to respond to their queries within 5 seconds or less. Chatbots are becoming a trend because they offer quick solutions to online customers. It is because of this high-tech messaging channel and other innovative communication tools that clients experience more satisfying customer service.
Having these trends in mind when planning customer service and business marketing goes a long way in increasing sales and improving customer loyalty in your online business. This is why you should never skimp when it comes to customer service. Get the professional help of OneVA Hub to offer outstanding customer service to your clients online.