Customer service: 5 trends to adopt in 2021
Customer service plays a major role in resolving issues faced by customers. But that’s not all ! Indeed, your customer service is now the main lever for convincing your customers to remain loyal to your company. But what can you do?
➡️ Here are 5 trends to adopt in 2021 for excellent customer service:
1. Omnichannel customer service
The year 2020 will have put pressure on companies’ main pain points. Indeed, for some, the transition from physical to digital has been synonymous with disruption. What’s more, Gartner predicts that by 2022, 72% of customer interactions will involve emerging technologies such as messaging, chatbots and so on.
It has therefore become essential for companies to diversify their communication channels and offer a seamless customer experience. In 2021, it is unthinkable for a customer to have to repeat the history of their request to every agent they come into contact with. Companies therefore need powerful tools to unify the customer experience. For example, an omnichannel platform that will enable you to manage your customer exchanges, regardless of the channel used.
2. Selfcare
Whether it’s knowing the status of a delivery or paying their bills, today’s customers want to be able to solve their problems themselves. They want to save time, and to do this, they demand 24/7 self-service customer support. In this way, companies save time too. To achieve this, companies can set up a high-performance chatbot,a troubleshooting guide, an IVR, etc.
3. A personalized journey
Personalization is a major marketing trend today. Consumers want a personalized customer experience. To achieve this, simply integrate your CRM with your contact center solution, and your agents will have a 360° view and be able to provide fast, relevant answers to each customer.
4. Instantaneity
Customers no longer have the patience to spend hours trying to reach an advisor on the phone. They want instant answers to their questions! For this, the trend is towards live chat solutions. These are available via the website, and help to streamline the customer experience. In this way, you can guide consumers towards the solution that’s right for them. But you can also solve problems related to after-sales service.
5. Customer service on social networks
According to Hootsuite, 53.6% of the world’s population is active on social media. Companies are increasingly present on social networks. It therefore makes sense for consumers to expect to find support on LinkedIn, Twitter or even Facebook. It is relevant and essential for a company, not only to be present on social networks, but also to manage and respond to complaints quickly in order to establish a relationship of trust with the customer.
