Make sure your customer service team stays on top of 2022’s most important service trends. To keep up with changing customer expectations and customer service trends, customer service organizations must adapt to change. If you fail to meet your competitors’ expectations, they will likely surpass yours.
You need an exceptional customer service experience that will enable you to build better relationships with your customers. To help keep them returning for more, here are eight of the most important customer service trends for 2022. Here are five of the most important customer service trends to watch in 2022:
Customer Service Channels On Social Media
The customer journey has become increasingly reliant on social media platforms like Facebook, Instagram, and LinkedIn. Contact centre leaders say social media is the easiest way to support customer service, according to a 2019 survey.
Increasingly, customers use social media to discover brands, browse products, and make purchases. They anticipate being able to ask questions and get assistance on the same channels. As of 2021, only 14 % of consumers strongly agreed that companies effectively combine new channels (social media, mobile, and digital) with traditional ones (email, telephone, paper mail, etc.) to ensure customer satisfaction.
The same level of service may be difficult to provide on yet another channel. Social media is one of the most effective channels for providing timely and easy-to-access support to your customer service . Your omnichannel service strategy should prioritize social media in 2022.
Customers Should Have Abundant Self-Service Options.
Customer service interactions may not always be direct interactions between representatives and customers. An important trend to watch in 2022 will be customer self-service.
The Harvard Business Review reported that 88% of U.S. consumers expect their organizations to provide self-service support. A comprehensive knowledge base, FAQs, chatbots, and so forth are some examples. Furthermore, self-service tools reduce the burden on your customer service support team and meet customer expectations.
If customers have access to the right resources, they can often solve their inquiries more quickly than a service representative. Consequently, your customer service department has more time to work on more complex cases.
Automation Of Workflows And Communication
According to Salesforce, 84% of customers believe that a company’s experience is just as important as its products. According to two-thirds, customers are willing to pay more for a better customer service experience.
Customer service automation is one way to meet this expectation. AI-powered customer service tools, which automate interactions based on machine learning, greatly improve customer service speed and effectiveness.
With autoresponder emails, for instance, you can respond to customer service inquiries faster, so they know you are paying attention to their concerns. An example of artificial intelligence in automation is chatbots, which help customers navigate common problems without the assistance of live customer service representatives. Lastly, a chatbot can provide blog links, prewritten answers to FAQs, or connect customers with a representative.
There are automated tools available to assist customers hands-free as well as:
- Collect and analyze customer data to help your customer service team
- Organize and prioritize tickets according to your criteria
- Automate the assignment of tickets to representatives
The result will be a more efficient and effective customer service process.
Response Times Are Shorter, And Support Is Available 24/7
The demands of customer service are increasing for lightning-fast responses. Despite the wide range of survey results, all point to the need for quick and effective responses. The following statistics illustrate this:
- The majority of customers in the U.S. rated an immediate customer service response as important or very important. About 60% of people expect a response within 10 minutes of contacting customer service.
- A customer-company interaction is expected to occur in real-time 71% of the time.
- In one hour or less, 31.2% of customers expect a response to their email.
As a result of customer service software, more businesses offer 24/7, real-time customer service. Hence, increasingly, customer service are expecting these real-time interactions as they become more common.
Automation can help you reduce your company’s response time, thereby reducing the need to hire more customer service representatives. With chat tools, automated emails, and chatbots, your company can meet these increasing expectations with plenty of tools available today.
Ticket And Question Management Through Centralized Hubs
Customer service software’s ability to manage tasks in one place is one of its biggest advantages. Multichannel support is becoming even more important as customer service demand it. Customer service teams should consider establishing a centralized hub in 2022.
Without a centralized customer service hub, organizing and responding to customer service tickets can quickly become messy and overwhelming. The result is that there is room for human error when your team needs to provide faster, more consistent service. Creating siloed departments can also be a problem for mid-sized and large companies. Your customer service team can also be made more productive by integrating software. Therefore, integrating software is also essential to simplify your job and improve your productivity.
How Can Software Integrations Improve Customer Service?
customer service is becoming increasingly technologically driven, as seen from trend #3, where companies use various software tools. The customer service software market is booming, with solutions for various industries and businesses.
Your service team can provide more convenient, timely, and effective assistance to your customers by utilizing customer support software.
.Improve Customer Service with Data-Driven Strategies
Additionally, customer service teams increasingly collect and utilize data to guide customer service decisions. Many companies haven’t emphasized data collection and analysis for their sales and marketing teams.
That is about to change in 2022. As service software and ecommerce data become more powerful, companies will optimize key performance indicators like first response time, average response time, and Net Promoter Score. Metrics like these indicate an organization’s efficiency, allowing it to set healthy, attainable goals by comparing them to industry benchmarks.
The customer data can also identify the most common support ticket questions, which can turn into macros. As a result, your support reps will be more efficient.
.Personalization grows in support of interactions.
customer service automation tools and self-service options have largely replaced some live interaction, but customers still expect a personal touch in their communications with brands.
According to a Forrester survey, personalized interactions increase customer loyalty and engagement by 33 per cent. Customers’ names may appear in messages or products suggested based on their purchase history.
The importance of a personalized, customer-centric approach to customer service cannot be overstated. Whether you use automated chatbots, templates, or phone scripts doesn’t matter. Thus, personalized experiences will also be facilitated by AI (artificial intelligence) and machine learning databases in 2022.
Maintain the Top-Centric Customer Relations in Ecommerce!
Oddinfotech has seen first-hand how impactful exceptional customer services can be for companies in the ecommerce space. Gorgias can help. If you are looking to improve response times, offer omnichannel support to customers, or bring your support personnel up to speed, Gorgias can help.
Helpdesk solutions are available for Shopify, Magento, and BigCommerce, letting you leverage the latest advancements in automation, customization, and data analysis for excellent results.
Visit our website to learn more about our industry-leading ecommerce customer service support solutions.