Sales Methods

Four trends in customer service

Recognizing opportunities for improvement in your customer service can help increase your customers’ loyalty. Keep an eye out for how you may be able to implement these developments in the customer service space.

Published: December 08, 2017

1. Omnichannel customer service

Employing a customer service presence across multiple platforms makes it easier for customers to communicate with your business in a preferred format. Consider a mobile-optimized website, a social media response mechanism, and self-service options such as a comprehensive FAQ page, as well as the traditional customer service email address and phone line formats. Be sure to only invest in the platforms you can commit to maintaining, to avoid accidentally sending customers to neglected channels or outdated information.

2. Digital real-time communication

Altitude Software reports that 84 percent of consumers who pose customer service questions via social media expect a response within a day—and 47 percent expect a response within an hour. Real-time communication, whether in the form of an employee dedicated to regularly monitoring social media or auto-responders letting a customer know you’ve received their inquiry, is key to showing customers that you value both their time and their satisfaction.

3. Big data

It may seem counterintuitive to use general data to improve a personalized customer service experience, but studying complex data can enable you to understand big-picture items. For instance, you can examine the transaction histories of customers to identify if they’re trending toward buying more or less from your business, how their needs have evolved over time, and maybe even anticipate their future needs. You can also use pointed questions in customer surveys to gather information on the motivations behind customers’ data trends.

4. Every employee playing a role in customer service

Customer support is important to keep top of mind across a business—even for the employees who don’t work in customer service. An employee who works in manufacturing may not ever interact with a customer, but a customer’s satisfaction is directly connected to that employee manufacturing an item properly. Investing in company-wide customer service training can encourage employees to genuinely understand customers’ desires and struggles.

Want to know how you can further improve your customer’s experience? Help train your employees in the art of customer communication.