Contributed article by Wanda Lafond
Customer service has been changing rapidly in the past few years mostly due to the changing business landscape. This, of course, is the direct result of the global pandemic that forced some companies to shut down completely while others transitioned to hybrid or completely remote models of work.
Nevertheless, no matter what changes in the business world, companies need to keep up with these shifts in the industry and implement the necessary changes within their own organizations. Hence, here are the five latest customer service trends you need to know in 2022.
#1 Customer Support Delivered Through Social Media
With the rise of social media during the last decade, more and more companies started joining popular social media platforms to deliver content directly to their audiences. No doubt, social media makes it much easier to make important announcements, have product launches, and so on. Moreover, social media also provides many options for brands to go viral with their content while also establishing closer connections with dedicated customers.
Considering all of this, it was just a matter of time for social media platforms to become one of the primary channels for delivering customer support. Just a few years ago, there were still not that many businesses offering customer support on social media, but this has definitely changed. More and more businesses are offering customer support through multiple channels, both traditional and new ones such as social media.
The best part about offering customer support through social media is that it is clearly much easier to manage than some other channels. In fact, according to BrandWatch, the customer support offered through social media can be up to 12x cheaper than customer support via phone. It’s no wonder that more and more businesses are realizing that it’s a great opportunity to reduce their customer support costs and satisfy clients at the same time.
#2 Shorter Response Time and Round-The-Clock Availability
Nowadays, brands are increasingly focused on their customers. Many business decisions (including those related to customer support) directly depend on the data companies collect about their customers in an attempt to please customers in every way possible. This is probably why more and more customers now expect a much shorter response time when they send a request to customer support. On the other hand, businesses themselves are now prioritizing round-the-clock customer support availability to handle these requests.
For instance, according to Statista, 48% of consumers expect to get a response to their questions and complaints on social media within just 24 hours. This is probably why there are so many brands replying to tweets as fast as they can, especially if they see a customer complaining about something. It’s not just a way to handle the situation correctly when it’s already exposed to the public, but it’s also a way to show that they are proactive.
Another reason why round-the-clock availability is so important today is that globalization has expanded conventional notions of a target audience even for small businesses. Your customers could be located in a different time zone, so if their request needs to be processed quickly, your customer support will have to be available during irregular hours to do so. With 24/7 customer support, “irregular” hours are not even a thing because support can be delivered anytime.
#3 More Self-Service Options for Independent Customers
Even though customers have now become more demanding and expect businesses to deliver high-quality service to them, a lot of people are also quite independent in their own right and willing to take action themselves. This is why more businesses are now offering a wider variety of self-service options for customers who want to handle their own problems themselves.
On one hand, this is great for customers who want such autonomy. On the other hand, it’s also good for companies because they now have to handle fewer customer support requests with so many people doing the work themselves. For instance, one popular way to offer such self-service options is by having a knowledge base on your website rather than a simple FAQ section. A conventional FAQ section is quite limited in the amount of information it can provide, but a knowledge base with categories and good search and filtering features is perfect for customers who want to find questions to their answers themselves.
The only downside is that not every business has the time or resources to create a knowledge base like that. That’s why you can hire a professional writer from the custom writing reviews site Best Writers Online. This writer will create all the content for you after you provide them with all the necessary guidelines.
#4 Increased Personalization in Customer Interactions
As explained earlier, businesses are hyper-focused on their customers nowadays and always aim to deliver the best experiences no matter what. This is why most customers nowadays expect to see a fair amount of personalization in all the interactions they have with the brand. Not only does it show that the company values them, but it also makes the handling of requests faster.
Unfortunately, many businesses still don’t know how to create such personalized experiences which can result in customers leaving. In fact, according to Accenture, 33% of customers who cut short their relationship with a business in 2016 did so because personalization was lacking. Though this statistic is a few years old, many customers still stop purchasing from certain brands specifically for this reason even today.
So, how can businesses solve this problem? You can hire an expert writer from the writing services reviews site Writing Judge to create personalized content for your customers (e.g. emails). However, it’s your customer support team that needs to be trained to deliver better experiences to your customers when they make requests.
#5 An Automated Workflow with Increased Communication
Last but not least, one more trend evident in customer service is automation. Thanks to the newest technologies, businesses are able to use the newest digital tools to automate their workflows and increase communication with their customers. Chatbots can instantly respond to messages, automated emails can be triggered by certain customer actions, and the day-to-day activities of your customer support team can be done by programs entirely.
According to Microsoft, 30% of American consumers said chatbot interactions were “very effective” in dealing with customer support issues. That being said, chatbots still have a long way to go. Fortunately, the AI sector is rapidly developing which is why chatbots are being perfected every year and will likely be able to deliver high-quality customers support in the nearest future.
To sum up, customer service is perhaps one of the most essential aspects of any business which is why paying attention to this department in your company is so important. Use the trends listed in this article to help you create your customer service strategy for the year and deliver high-quality experiences to your audience.