2017 Customer Service Trends
Industry experts look closely at trends to predict what’s in store for the coming year. For the customer service industry, the likely trends could mean great things for both customer service representatives and the clients that they serve. Here are some customer service trends to watch out for in 2017.
Personalization
Thanks to technology, almost any customer service outreach can be personally tailored to each customer, from email that addresses every customer by name to personalized suggestion lists based on your customer’s shopping history. Not only is this trend likely to grow in 2017, but customers are likely to expect your business to know how to best meet their needs based on their previous relationship with your business.
Improved quality
Overall, customer service is improving. Businesses who don’t set high standards for customer service are losing those customers, which means the bar is set higher and higher for customer service workers. This is not a bad thing–it simply means that those businesses to make a real effort to serve their customers’ needs will see the most success, making it a win for both parties.
A focus on customer success
Enabling customers to successfully use or navigate your company’s products and services is a big deal, and it’s also a big trend. Customers who are empowered are more likely to stick around than those who feel they have to rely on your service reps for every small need. In other words, customer service workers will be focusing more on helping customers get the most out of every purchase or interaction with your company.
Proactive customer service
Tying in with a focus on customer success, the trend for proactive customer support will be on the rise. This means businesses will need to be able to spot potential problems before their customers run into them. By reducing the likelihood of problems occurring, you’ll improve customer experience and reduce stress on your customer service team.
Speed is crucial
The continuing trend for speedy service means your business needs to be able to help your customers when they need it. This may mean your business needs to consider expanding or even outsourcing some or all of its customer service. For more information on customer service trends and tips, visit Answer 365 today.