Each year, Australian companies lose a whopping $122 billion due to poor customer service.
In fact, nearly 60 percent of buyers quit doing business with a company after having a bad customer serving experience. As a business owner, it’s your responsibility to make sure that your customers are satisfied from start to finish.
One way to stay relevant and competitive is to keep up with the latest customer service trends. This will prove that you care about customers’ well-being and want to provide them with the best possible experience.
The advent of digital technology is shaping the customer service industry. A growing number of consumers are using social media, chatbots, and messaging apps to connect with their favourite brands.
As a business owner, you can leverage these trends to expand your reach and improve your offering.
Not sure where to start? Here are three customer service 2019 trends.
Social Messaging Is Gaining Popularity
Most brands nowadays give customers the options to contact them via WhatsApp, Facebook Messenger, Viber, and other social messaging apps.
In fact, WhatsApp has recently launched a business version of the standard app, which enables companies to quickly automate and messages, reply to clients, and send out notifications.
Whether you’re a startup or an established company, you can use these tools to reach out to customers and keep them engaged. It’s not just a quick, convenient way to communicate, but a marketing strategy that costs next to nothing.
Use Chatbots to Streamline Customer Service
In this digital era, customers expect to receive the support they need when they need it. They’re no longer willing to wait on the phone or email companies. That’s where chatbots come in handy.
This technology enables businesses to provide support and address customers’ inquiries 24/7. It’s the most cost-effective solution for helping your buyers navigate technical issues, place orders, and get their questions answered.
Think about it: would you prefer to hire a 24/7 customer service agent or install a script on your website or blog?
If you choose the first option, be prepared to pay at least $37,000 per year. A chatbot, on the other hand, can cost as little as $9 per month depending on what plan you choose.
Customers Expect a Personalized Experience
Personalization in customer experience is one of the hottest trends this year.
This factor has become integral to the customer journey and has the power to make or break your business. Like it or not, it has a major influence on customers’ purchase decisions.
Successful companies rely on data to assess customer behaviour, buying patterns and history, preferred service method, and other key aspects.
Additionally, they use AI-powered tools to collect, analyze, and process customer data. This allows them to offer personalized experiences that keep buyers coming back for more.
Use the Latest Customer Service Trends to Your Advantage
These customer service trends are here to stay. The widespread use of AI and machine learning is raising the bar in customer support, forcing businesses to adapt and become customer-centric.
The only way to remain competitive is to embrace this new technology and use it to deliver the best possible experience to your audience.
If you’re on a tight budget, don’t fret. Check out these simple strategies to improve customer service without spending a cent!
© Copyright: 2019 Peter Spann – All rights reserved