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 of action that will convince your customer to remain loyal to your company. But how to do it?
➡️ Here are 5 trends to adopt in 2021 for excellent customer service:
1. Omnichannel customer service
The year 2020 will have hit the main pain points for businesses. Indeed, for some, the transition from physical to digital was synonymous with disruption. In addition, Gartner predicts that by 2022, 72% of customer interactions will involve emerging technologies such as messaging, chatbots, etc.
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 each agent with whom they are in contact. Companies must therefore have powerful tools to unify the customer experience. For example, an omnichannel platform that will allow you to manage your customer interactions, 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 resolve their problems themselves. They want to save time and for that, it requires self-service customer support available 24/7. This also saves businesses time. To do this, the company can set up an efficient chatbot, a troubleshooting guide, an IVR, etc.
3. A personalized journey
Personalization is a big marketing trend today. In fact, the consumer wants to benefit from a personalized journey. To do this, simply integrate your CRM with your contact center solution and your agents will have a 360 vision and will be able to provide quick and relevant responses to each customer.
4. Instantaneity
Customers absolutely no longer have the patience to spend hours trying to reach an advisor on the phone. They want answers to their questions and instantly! For this, the trend is towards live chat solutions. Indeed, it is available via the website and makes the customer experience smoother. This way you can guide the consumer towards the solution that suits them perfectly. But you can also resolve after-sales service issues.
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.
