Companies that are focusing on improving their customer services are more likely to gain loyal clientele, period. Stats showed that more than 70% of the customers prefer to stick with the brands that have reliable customer service.
That is why companies need to ensure that their support services are reliable and can tackle customers’ issues and queries without any hassle. Yes, difficulties are expected; however, providing reliable services will only lead to better client retention.
In addition, companies need to follow trends that will make their customer services stand out from the rest. The market is continuously changing and adapting to the recent trends is important, and as a customer, you need to know these too so that you can choose a company based on how its customer service operates. So, let’s check these out:
Identified as an Important Business Pillar
One of the many trends focused on by companies is ensuring that customer services are considered an important participle of the business. As highlighted earlier, improving customer support helps generate client loyalty and increase clientele.
It also helps generate positive word of mouth, which not only promotes the brands but helps increase conversions and sales. We can consider Xfinity in this case since it enables its customers to reach out via Xfinity customer service number or live chat or even other platforms to get assistance 24/7.
Such options make it easier for customers to get real-time assistance, an approach that has strengthened its clientele. It’s not just Xfinity but numerous other companies are deploying a similar approach, which makes it a trend worth focusing on.
Prioritizing Customer Experiences
One of the many things that customers expect from companies is to ensure that they offer the right customer experience. Whether it’s related to any query or an issue, the company should prioritize and provide a positive customer experience for the users. This is something that’s trending and under focus.
More importantly, prioritizing offering personalized experiences is the trend that companies are focusing on. Offering personalized experience with queries and issues helps retain customers and will orient the services according to what the clientele is expecting.
By ensuring positive customer experiences, companies are able to deduce what their clients are looking for. Since offering the right service to the customer is important, prioritizing personalized solutions helps achieve more information on what to include and improve.
More Emphasis on Agility
Customers like to be dealt with effectively and immediately. Doing so helps the companies resolve their issues as well as close support tickets that will manage their work. One of the trending moves under focus by the companies concerning customer service improvement is introducing agility in the processes via automation.
From streamlining processes to quickly engaging with the demands of the customers, companies are incorporating automation wherever possible to achieve this goal. This step not only helps to handle support tickets but also enables the agents to perform better in terms of entertaining the customers.
Furthermore, with the insights gathered from positive and personalized customer experiences, companies are able to deduce effective methods that help achieve customer satisfaction through agile and efficient proceedings.
High-End Automation Use
As stated earlier, companies are using automation to add agility to their processes. However, the scale of automation is another trend that you need to be aware of. From ticket management to following up, incorporating feedback to generating strategies from customer experiences, almost all processes in customer services have been automated.
This has not only improved the overall business performance but has also enabled self-service modules to be included heavily that the businesses can rely on. Self-services help further customer service processes by minimizing customer interaction with the agents and speeding up the process of getting queries/ issues entertained by reducing wait times.
Moreover, stats by Zendesk illustrate that more than 65% of customers prefer resolving their issues using self-service modules. It’s no surprise that it’s one of the focused trends by companies especially for improving customer services.
Even when companies are offering support through multiple channels, using omnichannel support is something that is currently trending and under focus. The reason why it’s popular for managing customer services is that it allows one to streamline processes and handle things via centralized approaches.
From performing analytics to accessing the information on different channels to offering robust customer support, companies can now engage with their customers via one centralized node.
This makes it easier to access information and utilize maximum resources for achieving the said personalized customer experience mentioned above. Moreover, it helps streamline processes that help create a positive customer experience, ultimately leading to better clientele loyalty.
The trends and focuses keep on changing with respect to the market. It’s important to keep an eye on these as a company and as a customer so that one can assimilate the right approach to progress as well as choose a reliable entity for catering to their respective needs.