As an award-winning call center answering service for the last 17 years, we know a thing or two about how important customer service is for the survival of a business. When you, your employees, or the answering service you implement to represent your company to your customers provides an exceptional experience, your customers are more likely to be loyal to your brand and share their experience to others—friends, family, and other potential customers on the internet.
Like in any industry, common trends in customer expectations is ever changing, especially in a growing technological world we live in. Here is some of the common trends and how to stay up to date, so you are always providing your customers with the customer service they want and deserve.
Social media interactions aren't the latest trend in itself, it's been around for over a decade; however, there has been a growing trend in how customers are trying to reach the company they want to do business with—including customer service needs and online purchases.
Over 70% of Instagram users made a purchase from the platform in 2020 and Search Engine Journal reported 67% of social media users have used social media platforms for customer service needs.
There is a debate on whether to offer customers self-help options. There is a large customer base—about 60% of online shoppers—who prefer to locate the information they are looking for on their own. By providing an avenue for these consumers to achieve their desirable shopping experience, businesses enjoy cost savings and the benefit of giving a desirable consumer experience to the majority of their customers.
Providing real-time support to your customers is a vital tool for providing a pleasant experience. While more consumers move to online interactions, live support is a natural functionality to be implemented. Live support can be an answering service available around the clock, a live chat, or a chatbot.
Chatbots can be convenient tools for customers to ask general help questions with minimal effort required by the customer while favorited by companies because they are cost-effective and efficient. They are also favored by shoppers because it allows them to navigate through their question or needs without feeling pressured to commit to a sale.
Chatbots are also helpful in providing a means to communicate with your business after hours or during peak times when phone lines may be busy.
An ever-growing trend is the use of smartphones by consumers. So, if your website isn't mobile friendly, then get it updated as soon as possible so you aren't missing leads. In addition, if a mobile app can improve how you interact and do business with your customers, get one! Apps are a fast and effective way for consumers to reach your business.