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Customer expectations are rising
This should come as no surprise: customer expectations are higher than ever. As consumers, we know very well how high our expectations are – we want fast, personal 24/7 support.
While 73% of support leaders say customer expectations of their team are increasing, less than half (42%) believe they actually meet those expectations.
In a world where buyers have dozens if not hundreds of choices, businesses need to get customers what they want or risk losing out to the competition. Support leaders found this the biggest challenge for their team, meeting customer expectations (18%) as well as increasing workflow efficiency (14%) and helping their agents manage the conversation (13%).
The customer experience is still a secret
We are approaching 2021 with the same mandate we had before. We need to educate the business world about what Customer Experience really means. In addition, we need to demonstrate how much customer experience is changing in each industry.
Even as 2021 approaches, too many people say “Customer Experience” when they actually mean “Customer Service”. Too many executives view the customer experience as something they can train their employees to do without seeing the bigger picture and not building the required customer-centric culture, processes and technology.
Unfortunately, there aren’t many resources for companies to keep them up to date on customer service strategy and best practices. Historically, Rutgers University has operated a customer service program for working professionals. However, it was suspended indefinitely due to the coronavirus. The need for education and “translation” about what a client experience means in terms of organizational design, budgets and strategy continues to be paramount in this field.
Customer service education is essential to keep up with customer experience trends in 2021. We know customers will be watching us closely as they wait for us to do the right things. We need to know how to do the right things.
Your customer service strategy will determine your success in 2021
In 2019, 78% of customers preferred to use different channels depending on the context. Addressing that preference seamlessly and consistently is not an easy task for any brand. So how can you provide customers with what they need and want in 2021? For starters, organizations need to have a context in which they can build seamless travel. The customer service strategy provides the necessary context. In fact, the customer service strategy is the first step to business survival in 2021, especially for big organizations and iconic brands. That is why it is so important to prepare a good strategy for the whole year, which will allow you to act calmly even in crisis situations. We do not know what this year may bring, but with the experience of 2020, we can prepare for any eventuality.
Chatbots go to work for clients and agents
When customers need to contact them, chatbots deliver faster solutions to their queries while reducing the overhead for frontline agents. Modern chatbots can independently sort problems, direct customers, and even answer routine questions.
The business impact is impressive: Companies using chatbots are 60% more likely to report drastic improvements in problem resolution time, and 30% more likely to report drastic improvements in customer satisfaction. Moreover, support teams using chatbots are 27% more likely than those that do not claim to be able to meet growing customer expectations.
Companies that already use chatbots are doubling the benefits they see – they are almost four times more likely to continue to invest in automation. Today, customers will settle for quick, personal responses, and with chatbots (also social media chatbots), support teams are able to provide them with the self-service experience it provides.
Websites are experiencing a renaissance
The site is back. This is really not surprising. It is interesting, however, how slowly brands react to consumer behavior. We’re already approaching 2021, but there are sites that haven’t been updated.They lack useful customer-centric communication about the Covid experience that consumers can expect in the physical spaces of their preferred brands. But customers need this information to keep trusting their beloved brands.
In order to take care of customer service in 2021, you need to prepare a good action strategy. The key is strategic, comprehensive and automated activities. However, the most important thing is to treat each client as an individual and individual problem. Thanks to which you will build a relationship and customer trust.