As customers become increasingly savvy in this digital age, the expectations of high-quality customer service continue to mount. If a business wants to succeed and stay ahead of the competition, they need to keep up with the latest trends in customer service. It’s essential, as per Zorayr Manukyan, for businesses to understand what services will provide their customers with an excellent experience so that they can deliver just that. To help prepare companies for 2023 and beyond, here are 5 must-know customer service trends that successful businesses will need to adopt if they want to remain competitive!
Zorayr Manukyan Lists Must-Know Customer Service Trends For 2023 That Successful Businesses Will Follow
1. Automation: According to Zorayr Manukyan, automation is quickly becoming a staple in customer service, as it improves efficiency and provides customers with faster resolutions to their problems. Automation can be used for tasks such as providing answers to common questions, routing inquiries to the right department or individual, and collecting data on customer interactions. Businesses can also use automated chatbots to provide 24/7 support without needing a human team available at all times.
2. Personalization: Customers are looking for more personalized experiences when interacting with businesses, and those who don’t offer this may find themselves losing out to competitors that do. This could involve using customer data collected from past interactions to tailor future conversations and anticipate needs, but even small gestures like addressing customers by name or using a friendly tone can make a big difference.
3. Omnichannel Support: Customers want to be able to reach out for support however they prefer, and businesses must provide omnichannel customer service if they want to keep up with the competition. This means offering multiple communication channels like email, chat, social media, phone calls, and even video conferencing in order to accommodate diverse customer preferences.
4. Self-Service Options: Providing customers with self-service options like online tutorials and FAQs can help reduce response time and free up resources that would have been spent dealing with similar inquiries over the phone or in person. It also allows customers to get answers quickly without needing to wait for an agent to become available.
5. Artificial Intelligence (AI): AI is becoming increasingly prevalent in customer service, allowing businesses to automate processes such as natural language processing (NLP) and sentiment analysis. According to Zorayr Manukyan, AI can also be used to detect customer emotions and provide more personalized service, as well as provide automated customer support through chatbots or virtual assistants.
Zorayr Manukyan’s Concluding Thoughts
These must-know customer service trends for 2023 can help businesses stay competitive and provide the best possible experiences for their customers. For example, according to recent research, 77% of customers now expect companies to anticipate their needs, 82% prefer self-service options to live agents, and 69% of consumers say they view good customer service as a sign of a reputable business. As customers continue to expect faster resolutions and more personalized support, businesses that follow these trends, as per Zorayr Manukyan, will be able to meet these expectations and keep up with the competition.