Superior customer service is one of the best ways to build brand loyalty. If you want your customers to be loyal in 2021, you need to do much work, and you need to serve them in the best possible way, because we are in the age of tons of choice for everything.
In this blog, we share some of the rising trends of customer service and how it affects brand loyalty as the latest insights show us.
Personalized customer service is becoming the norm
Using a CRM to personalize customer experience is not a secret strategy anymore. The. Number of businesses which use CRMs and even advanced systems is rapidly on the rise.
Such software can help in enhancing customer experiences during customer service. By storing customer information, interaction history and even labeling them, to be able to approach them and understand their needs better than ever.
Self-service is still on the rise
Self-service is proving to be one of the biggest trends in customer service. It shows a great promise for businesses that it can become a major thing in the future.
Statistics show that most of the US customers, for example, try to serve themselves before contacting a business through any channel. The percentage of people who try to serve themselves is on the rise. As people are becoming increasingly busy online as years pass on.
Messaging has become a major customer service method
Most of the customers are already using messaging apps to contact the businesses they deal with. That shouldn’t be a surprise because you may have done this many times yourself.
This tells us that taking care of social media account moderators and enhancing support on WhatsApp and Messenger is not a luxury anymore. It is the least you can do to enhance your customer service.
Centralized customer service solutions are rising
The benefits of CRM and more advanced software are limited until a unified system connects the customer interactions and information through all channels in one place.
So to make customers pick in the live chat where they left on a phone call, businesses are using unified systems. These systems let agents on any platform store and retrieve the same information. Thus, resulting in a customer service that is better and more flexible than ever.
People have various preferred channels
You probably already know that you should be using an omni-channel approach to customer service, and that’s true. People are contacting businesses through more channels than ever.
Some people prefer to serve themselves to various extents. Whether by using an offered chatbot, reading FAQs or trying to seek assistance using any other resource. Others believe that they can only solve their problems through a phone call, and many will use messaging apps or live chat.
A single customer can even contact you through every channel, and you need to be ready to offer your superior customer support on each of them.
