Jeremiah Ajayi
In accordance with Customer Service Week, a global event that highlights the significance of providing excellent customer service and the individuals who do it, and with the following objectives: Encourage teamwork and morale. Reward staff members for their important job. Promote the importance of providing good customer service. Here are four future customer service trends to watch out for.
Community-based service, self-help, and predictive support
The future of customer service is being driven by “three things,” according to business owners and firm owners.
Self-service: If it can be done without difficulty or negative consequences, customers prefer to solve the problem on their own.
Community-based service: The trend of customers assisting one another to solve problems will continue.
Providing “help” to consumers before they realize they need it is the holy grail of customer support, and it’s finally here with predictive support, which calls for the creative use of data.
As technology advances, this is what will happen to the human race.
Growing customer expectations
The one customer service trend, in the opinion of customer service gurus that one needs to be concerned about is that customers continue to expect better and better customer service in every industry, every niche, at every price point.” These anticipations are not unexpected. Because they currently receive excellent customer service elsewhere, customers want all firms to do it as well. Whether or not customer service has been advancing in your specific competitive sector, it has at so many businesses with such wide consumer bases.
All customers will inevitably anticipate kinder, quicker, and more logical service from your business as well.
Empathetic support staff
Business as a society are starting to perceive each other less as faceless clients or faceless representatives and more as distinctive individuals as millennial define and support identity politics.
Due in part to the fact that businesses grew up on the internet and are unfamiliar with life without it, they are starting to feel more free to discuss (and find) empathy and connection with strangers. They may use memes, jokes, and cat GIFs to interact with customers in a way that makes them sigh with relief rather than hate.
Companies are giving customer service representatives more authority, which fosters confidence and comradely between salespeople and clients. Businesses are working for improved interpersonal relations, mutual understanding, and eventually a better society.
Personalization
Help Scout’s co-founder and CEO, Nick Francis, says Self-service will become much more useful, effective, and important as customer support solutions grow more intelligent. This means that many support staff members in most businesses will devote more of their time to proactive, goal-oriented activities. Customers will have access to account information, recent in-app activity, and possibly a video of the most recent session when they had problems when they finally get to speak with a member of the support team.
Teams will also benefit from AI-powered suggestions, which will make it easier than ever to deliver a fantastic experience.
The aforementioned items would form the new era of customer service. All services will continue to be useful, but as technology advances, this will be the new face of customer support.
