The trends in customer service are updated every now and then. And the businesses try and keep up with every new advancement in customer support so as to keep their customers happy. Customer service has undoubtedly become complex due to the ever-increasing expectations of the customers worldwide. There’s no such technology to notify one about the latest trends in customer support. In order to keep up with the pace, businesses need to study the patterns in consumer behavior thoroughly. Based on such patterns, we have accumulated a list of five latest trends in customer service:
Equally balanced personalization and automation:
Not just the automation or personalization alone, but it’s a combination of these two that’s in trend. This trend suggests a collaboration between man and machine so as to deliver a customer support that’s faster, easier and consisting of human touch. The functioning is equally balanced as the machine does most of the heavy lifting, while the man is responsible for the final check and edit.
Self-service:
Customer expectations are increasing day by day. They want to complete most of their work within no time. Patience is diminishing and they are moving away from using the phone to using self-service. The latest trends in customer service suggest the usage of structured knowledge management and communities so as to extend the reach of curated content.
Personalization:
Personalization is the best way to make your customers feel valued. Tailoring the customer service based on customers’ likes, dislikes, preferences, and buying patterns can help provide an exceptional customer service and stand out from the crowd.
Social media customer support:
This is yet another trend in customer support that is growing popular. Social media customer support is all about providing customer service through social channels like Facebook and Twitter. This customer service can work wonders for a business due to the potential for high engagement between brands and customers