A new year is arriving and it comes with new possibilities and, of course, customer service trends that we need to stay in touch with.
As one of our main objectives is to enhance our client’s CX, we investigated 5 interesting customer trends that will be game changers for every business.
Virtual & voice assistants
We’ve already explored this topic through omnichannel, so we know this is a major trend for this year.
And with multiple products set to be released, voice assistants are likely to become even more popular.
Great customer service is all about being accessible, helpful, and responsive. If you’ve ever tried to call a company during business hours only to be on hold for 30 minutes before giving up, then you know how frustrating this can be.
With virtual assistants, companies can be more accessible. This can be especially helpful during high-volume times or when you’re in a pinch and need help in a hurry.
Especially considering that companies have already invested in virtual assistants, being pretty functional and effective in resolving quick inconveniences.
The world of customer service just got a lot more interesting thanks to AI. We’ve already seen some of how this technology has enhanced the customer service experience, but 2023 is likely to bring even more exciting developments.
From predicting which customers are most likely to acquire to offer personalized recommendations, AI can help us to provide a much better experience for all our customers.
What’s more, AI is already helping brands to automate certain customer service processes.
And this is likely to become increasingly common in the coming year as more businesses begin to adopt this technology.
If you’re looking to take your customer service to the next level, then AI is certainly worth exploring.
Video content is key
We already know that visual content is a powerful tool for engaging customers and encouraging them to buy.
But what might come as a surprise is that it is also an extremely effective way to deliver great customer service.
Video is an extremely convenient way to provide customer service. Whether it’s through an FAQ page, a video tutorial, or even a live video chat, companies can make it easier than ever before to get the help or information they need.
Moreover, the rise of social media has made video content even more important. It’s estimated that video will account for 80% of all internet traffic by next year.
This means that video content is set to play a much bigger role in our daily lives than it already does.
As such, it makes sense for brands to embrace this trend and make video content as central to their customer service as possible.
Indoor positioning and beacons
Most of us are likely to be aware of the rising popularity of beacons. But what many people might not realize is that this technology is set to expand in 2023 and beyond.
In addition to being used in retail stores and public places, beacons are now used in other business areas, including customer service.
For example, this technology can be used in call centers to provide employees with information about the customer they’re currently serving.
This can help agents deliver a more personalized and seamless experience for customers.
Another way in which beacons can be used in customer service is for indoor positioning purposes.
By installing beacons at different locations throughout the building, companies can create a map showing where every representative is.
This can be extremely helpful when customers need to speak with someone in person. Rather than waiting for someone to come to them, they can simply check their phone’s map for the nearest representative.
As more and more customers begin to shop online, delivery services are becoming increasingly important.
But with so many different delivery services available, it can sometimes be difficult to know which one to pick. To make things easier for customers, many businesses now offer delivery “reports” or “scores”.
This information can help customers make an informed decision and find the right service for them.
But just having this information available isn’t enough. Companies must ensure that it’s presented in a way that allows customers to understand it easily.
And this is where customer service comes into play. Representatives need to explain the report or score in a way that’s easy to understand.
They also need to be transparent about how the report was calculated and how the company works.
When it comes to customer service, the possibilities are endless. What we’ve discussed here is just the tip of the iceberg, and these are only some of the trends we expect to see in the coming year.
Undoubtedly, customer service will continue to evolve and improve as we move into 2023.
And as customer service specialists, it is up to us to keep an eye on these trends to stay ahead of the game and provide the best experience possible for all our clients.
Thanks for reading our blog; you can see more articles right here!
If you would like to know how we can help you apply these trends, talk to us!
Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.