Businesses had to quickly change their customer experience strategy at the start of the pandemic last year.
Customer service has been put into focus as companies deal with calls from anxious customers and service interruptions.
Customer support teams had to adapt quickly to new and uncertain situations. As 2021 moves forward, we can expect various industries to continue boosting their customer service for a vastly different world.
Customer service – explained
Customer service refers to the act of taking care of your client’s needs by giving them professional assistance until they have whatever they want.
Customer service aims to create a better relationship between the company and the client. It can make or break your business.
To deliver great customer support, some of the characteristics your team needs to develop and enhance are promptness, politeness, professionalism, and how to get to know the customer on a personal level.
How did customer service change over the last year?
The main difference between service today and service years ago is that customers expect premium service to be given immediately from the first point of contact until they ask for help post-purchase.
As the COVID-19 crisis unfolded last year, businesses had to modify their interaction with customers. The changes include safety enhancements, a boost on online presence, and curbside deliveries and pick-ups.
The global health crisis also paved the way to accelerate our transition to a digital world. Buyers are browsing more on web pages or social media channels and they expect a reliable customer experience that could stand as an alternative to an actual in-person interaction.
The pandemic also highlighted the importance of empathy in the customer service experience. It’s not enough for companies to provide fast service and solutions. Purchasers are now looking for empathy and human connection from support agents.
Customer service trends for the new normal
Because of the internet, companies can provide service to their customers online. The development of new technologies this year – and in the future – like machine learning and augmented reality will further advance customer service in every industry.
With that in mind, here are other simpler trends in customer service that are likely to stick around post-pandemic.
Chatbots will become essential
Chatbots became a necessity during the pandemic. It is a technology that uses artificial intelligence to answer basic customer inquiries that do not need human assistance.
Because it became a regular business tool, chatbots are now developing and getting smarter. Companies can connect it to customer data so that they can automatically provide personalized service.
Chatbots can now be used to assist customers who need prompt responses to questions about your product or service.
Sales will rely more on service
Customer service was seen as a separate unit before. It is useful only when a customer complains or some mistake happens. But today, businesses are looking to align customer service to their sales strategy.
Combining sales and service helps agents deliver an extensive customer experience to buyers. This could lead to better business outcomes as customers get the high-quality service that they are looking for.
Expansion to omnichannel services
Omnichannel services made a rapid growth during COVID-19. Companies had to adapt to the circumstances and reach their customers in every channel where they are present.
As the customers’ online presence increases, companies took the initiative to spread information and awareness about their product or service online. Setting up web pages, social media accounts, podcasts, video content, and tutorials became a norm.
Integrating the customer’s data from one platform to another is important as the clients are more likely to come back or reach out again. By providing a holistic customer service, you are establishing a genuine relationship filled with memorable interactions between your brand and your customers.
Empathy for brand loyalty
Empathy has always been a necessary skill for excellent customer service. It has become even more essential during the pandemic.
Brands stretched out their hands and creativity to embrace empathy and human connections. Companies became even more persistent in building genuine relationships with customers to guarantee brand loyalty.
Nowadays, service isn’t just about solving problems but about enhancing relationships, enchanting customers, and making them feel valued at the moment.
