Our transition from 2019 to 2020 concludes a decade marked by a disruption in innovation and technology. We saw a massive change in how companies communicate with their clients and to be honest, this is just the start. The most important yet basic goal of customer satisfaction lies at the heart of customer service. However, in the future, it will be more than that, it will be more than that. For this reason, your business should be prepared with the right CRM system to manage all your company’s relationships and interactions with customers and potential customers. Companies like Salesforce offer an excellent system that will let you improve your business relationships by allowing you to stay connected at all times.
In the last ten years, customer service has entirely changed with the introduction of a sheer number of channels through which clients can reach them. For example, if you want to report an issue with your internet, instead of calling customer service, you can reach them through social media and live chat. To learn more about this type of customer service, visit this link.
The year 2020 is going to be an exciting year and will bring endless possibilities for customer experience. It is going to be positioned as a competitive advantage and something all companies will prioritize. Now is the time to deliver a seamless and consistent experience for the users and focus on all the innovative ways to meet their daily requirements.
Here are our top five trends that will shape the future of customer service:
1. Service is slowly becoming a part of product experience
As we have already discussed, improving consumer experience is going to be the key challenge for businesses. This is because the consumers have raised the bar of expectations and turned their back against traditional materialism. However, it does not imply that they are buying less. It means whatever they purchase should mean something.
In times where more and more products are becoming commodities, we expect to have a good experience with them. Like it or not, service is an essential component of that experience.
To explain this simply, let us take the example of young people. They prefer carpooling to having a car of their own. The idea of independence and mobility is important for them to get to someplace, not the car itself. Consequently, the customers now have high expectations in the service.
This is a huge opportunity for the likes of customer-centric companies. Customer service is now part of the product. If the companies can satisfy the users both by product and service, this can generate huge revenues and build a positive image in this highly competitive industry.
2. Companies are focusing on the Creation of a strong culture for employees
A company needs to shift its entire focus on making the customer experience better. However, everything starts with focusing on the employees. They have realized that no matter how much they work on user experience, they are not going to have any luck until they create a strong culture within.
It is not easy but proves very fruitful in the longer run. Now companies understand how to avoid cultures that are suffocating employees. They are open to difficult conversations and many of them are training the top management on how to address an issue that might give them discomfort.
This is a great way to ensure employee satisfaction. If your employees are satisfied, they will do everything required to ensure customer satisfaction.
3. Live Streaming is the new cool
You can drive forward your company’s success by simply adopting modern trends. Everyone likes video streaming. If your business has a presence on social media, live streaming is an exciting way to launch new products, take customer’s feedback, and address their concerns.
4. Personalization to the fullest
The days of one size fit all are long gone now. Many companies are trying to acquire customers by offering personalized offers, specially tailored to meet their requirements. In the future, these personalization tactics will evolve, as the marketplace is increasingly crowded and will evolve with time.
5. Machine learning is going to change the customer experience
Machine learning is innovation in technology and allows computers to discover things in places where they were not even programmed to look. The intelligent customer service chat-bots and improved product search make the user experience better than ever before.
With the integration of AI in every walk of life, we are entering an era of new dimensions and possibilities. Many companies in the broadband industry are using AI-driven customer support and to our surprise, users are quite satisfied with how everything is turning out to be. Nevertheless, the customer service of our future will go hand in hand with AI and machine learning.
Final Verdict: Consistency is the key
In the end, we need to realize that consistency is the key to improving customer service. Believe it or not, everything comes with collaboration. It gives the people an ability to connect from practically anywhere in the globe to share, brainstorm, and execute those amazing ideas driving any company forward.
The same principle applies to customer service and all other concerning departments. It is alarming to find out that most businesses are not good at this yet. The lack of knowledge and inconsistency among customer service representatives is one of the root causes. Moreover, even the websites need to be perfect to deliver all the relevant information.
Any representative in the customer service of a company should have the power to share information and have access to a customer’s history and experiences. This is not possible without the right tech tools that ensure everything moves swiftly. The solutions should get recorded in the reference so that the customer is assisted in the future.
Therefore, it does not matter what industry you are in. With these changing trends, it is more than necessary to invest time and resources to provide the best possible customer service to your clients. All interactions are important and even a single one has the potential to generate a good reputation for your company in the market. It is in the best interest to record your best interactions.
In conclusion, we are finally entering a time of great transition in the world of customer experience. Customers have all the power and expect better experiences from the companies.