Innovative Customer Service Trends
No business, no matter how big or small, should slacken the pace when it comes to customer service. Every year reports on the importance of customer service continue to confirm how vital it is to the success of each and every company. Not prioritizing customer service comes at a high price. For example, a study from NewVoiceMedia demonstrated that firms with poor customer service may lose $62 billion or more, due to bad customer experiences. If a company wants to be competitive and stay ahead of the curve it must constantly improve customer service. This article will detail the top trends to follow to keep customers happy.
1. Need for Speed
It is vital for companies to keep up to date with online customers and especially the digital natives: Millennials and Generation Z. Online clients comprise a huge segment and should be the target customers of all savvy businesses. Generation Z possess $44 in billion in buying power. In practical terms, this means providing fast and instant access customer service to these generations who are used to immediate online access for just about everything. With this in mind your website should be designed for efficiency and speed. Your mobile version should run as seamlessly as your PC version. Your customer service experience should include a strong social media presence where you engage with customers, ask their opinions and listen to their comments, especially their complaints. As Forbes points out, social media is no longer a marketing channel, it's a customer experience channel.
Chatbots are computer programs that use artificial intelligence so as to mimic conversation with people. They can answer customer questions and provide instantaneous customer service. Instead of customers browsing through your website to find what they need, all they need to do is to explain to the chatbot what they are looking for and the chatbot will immediately provide them with the service or product. Although chatbots are still being developed and perfected, more and more companies are adopting them and so should you. The reason for this is that they provide rapid customer service for net-based clients. 24/7 customer service is one of the most vital factors for success. Chatbots ensure online customer service day and night, therefore they have become pivotal for companies who wish to remain competitive. In fact, millions of companies adopted chatbots in 2016; some even received awards for their chatbot services, such as H&M.
3. Make it Personal
Chatbots may be taking over customer service for simple online needs but in terms of more advanced services, customers increasingly favour companies who can provide them with a personalised, tailor-made experience and an in-depth understanding of their needs. Most companies possess customer-facing staff who receive complaints and compliments. When customers phone, email or message employees on an App or face-to-face, they generate massive amounts of data. Clever companies are increasingly leveraging this data to improve their customer service. If you learn to use big data, you can anticipate customers’ needs, better respond to your customers’ requests, and improve the relationship with your customers. Over time, you will reduce complaints, and increase compliments on your company, ensuring success and profits for the firm!
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