Customer expectations are constantly increasing and brands, across industries, are trying to keep up. When it comes to meeting these expectations, the best way to meet them is to be prepared so you have a plan ready. This is why today we will tell you about the top trends you need to keep an out for during the rest of this year.
Growth in Omnichannel Support
As part of the increasing demand, customers want to contact you via a communication method that’s the most convenient to them. This can be things like social media pages, Whatsapp, instant chat in your mobile application, and many other channels. Not only is it important to service all of these channels, but you also need to be able to connect all of these channels through an omnichannel platform. Why is this important? Well, a lot of times customers will contact via social media, for example, but another time they will decide to call in. You need to have a record of all these interactions to better help the customer and anticipate their needs.
This is a great way to show your customers that you are paying attention to all of their needs and you are staying on top of any issues they are experiencing or questions they may have.
Give Your Agents Some Leeway
One of the growing trends we are seeing is that companies are giving their agents the to make decisions independently. In fact, it is becoming more common to allow agents to bend the rules a little bit to accommodate a customer’s request, especially if the custom has been with the company for a long time. In general, you want to empower your agents to make decisions independently which will also improve communication with customers since agents will not have to escalate calls to their supervisors. Therefore, giving your agents greater autonomy is a win-win for everybody involved.
Nowadays, It’s All About Experiences
When we think about the number of competitors companies, across industries, are competing against, one of the biggest differentiators is the experiences they offer. To be more specific, people are looking for tailored approaches to their specific needs, instead of the one-size-fits-all approach offered by a lot of companies. Not only will this help you stand out, but you will also be able to increase your customer retention rate, which is important because it is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Therefore, when speaking with customers, be sure to show a lot of empathy and understand their exact situation and they will reward you with repeat business.
Greater Emphasis on Security
When customer contact through any of the channels you offer, they expect that all of their personally identifiable information will remain confidential. This has become a growing concern among customers because of all the data breaches that have affected even large companies like Capital One, Equifax and many others. Be sure to give your customers peace of mind that any information they give you will not leave the walls of the company. If possible, try to become ISO 27001 accredited and become fully compliant with any regulations governing your industry.
Use the Latest Technology to Your Advantage
Nowadays companies use all kinds of technologies to better interact with customers, but they are not always using them to their full potential. For example, Salesforce is the most popular CRM in the world, but most companies are only using a fraction of its true potential. You can use it to automatically assign a case to the right agent, streamline your service processes, see the full context of all your cases, and many other capabilities. Be sure that you are getting the highest ROI on all of your technology investments since they can play a key role in your customer success.
Trust Pexly With All of Your Customer Support Needs
Whether you are looking to expand your current in-house team or set up a new dedicated offshore support team, we can help you assemble the right team for you. We have more than eight years of experience actualizing projects of all sizes and complexities and are confident that we can provide you with a solution that best fits your needs. Contact us today to learn more about how we can help you.