Consumer behavior is changing quicker than it ever has before. With technology rapidly growing and the popularity of social media, businesses need to be able to adapt the way they engage with their customers if they want to grow.
Customer service is vital for any business that wants to attract new customers and build a loyal customer base. Without customers, your business is not going to be competitive or profitable.
The best way to know how to adapt your business to meet your customer needs is to stay on top of the latest trends. These are constantly changing, so your business needs to be proactive within the community. If you don’t allow your business to move forward with the trends, your business growth will stagnate and you will fall behind your competitors.
It has been reported that customer service has a direct relationship with business performance. This has resulted in more businesses investing in customer service and makes the need for your business to focus on customer service much more important, as you need to stay up to date with the market. If you focus on customer service, you will see significant growth in your business. When you can please your customers, they will stay loyal, continue to invest in your business, and shout about you to their family and friends.
To help you stay modern and get ahead of your competitors, here are some of the top customer service trends that you need to know.
#1 Give your customers more power
With the growth of technology, consumers are becoming more accustomed to interacting with businesses in a way and at a time that suits them. For example, consumers no longer need to write a letter or wait for the phone lines to open. Instead, they can hop online and speak to a virtual representative, a specially designed Artificial Intelligence (AI) system, or a quick chat on social media to ask any questions and resolve any challenges they have.
This has set a high bar for the customer experience, which provides them with more power than before. This is because they can control how and when they interact with your brand, to instantly solve their problem. It is important that your business utilizes technology that will improve the interactions they have with your business, and enable them to have more flexibility and feel in control.
Other ways you can effectively give your customers more power is by increasing their access to important and valuable information, providing your customers with more alternatives, making transactions simple and direct, and increasing a sense of community to encourage communication between customers.
#2 Personalized service
With the increase in online businesses, many have turned to treat customers like a number, not a human. This might suit some customers, but the majority of customers are not happy with this level of service. To keep on top of the latest trends, you need to personalize the service. While trying to keep up with the demand of customers, you must create a caring and engaging service that makes your customers feel like you care about them. Avoid a one-size-fits-all approach for your customers and instead, find ways that you can customize the service and go above and beyond.
Customers are much more likely to trust your brand and invest in your products and services if they feel understood by you. Make sure you train your customer service team to handle a range of different queries and challenges, meet your customer’s needs, and be flexible in their approach. Teach them ways to personalize the service for your customers in simple and effective ways, such as using their names, and analyzing data points to help make the service more personal. Not only is this helpful to increase trust and loyalty with your customers, but it is also expected.
#3 Customer journeys
The customer journey is the experience that they go through with your brand. It is unrealistic to expect that customers will randomly pop up, buy your product and leave again. Only a small percentage of customers will have this experience with you. The rest need to be nurtured and guided to invest in you, and this is called the customer journey.
There is a range of phases that customers will go through before they reach your brand, from discovering your brand to purchasing your product or service. They have to go through this journey if you want to increase the chances of them investing in your brand. This is because the journey focuses on how your customers interact with your brand, how they feel with those interactions, and how you can solve their problems. This is a great way to meet your customer needs, build a loyal following, meet customers where they are at on their individual journeys, personalize the service and obtain lots of data about your customers.
Make sure you don’t limit your customer service to just attracting new customers, but also retaining the ones that you have. Find solutions and software that will enable you to manage your existing customers, for example, if you work in psychology, you may find a mental health software that will help you with your customer service.
Automation may sound counterintuitive when customers are demanding more personalized service. However, there is a place for automation that can serve your customers and your business well. AI is widely used in business and has grown in recent years to be more affordable and trustworthy than ever before. Automation can be used for a variety of smaller tasks to help your business or your customers quickly solve a common problem. For example, you can customize chatbots to handle simple customer questions, use AI to write follow-up notes to customers, transfer calls, send customized email campaigns, and much more. This will enable you to implement cost-effective solutions within your business so you can focus your time and energy on other important activities that will grow your business and at the same time, efficiently serve your customers in a personalized and flexible way.
Customers are important for your business. You need to understand how to keep up with the changing behaviors and demands if you want to make them happy and serve them well. To do this, you need to stay on top of the latest customer service trends. Follow these top tips to help you stay competitive.