A support team is only as strong as the infrastructure that it is equipped with. The year 2020 has been a revelation of how fragile our lives are. The pandemic has affected our lives, dulled team efficiency and resulted in less-than-attractive customer experience. There is no doubt about the fact that the expectations of customers are always high. In fact, the pandemic has been a time for most businesses to prove how much of a value driver they are. Thankfully, many companies were able to transition into a remote setting to provide customer service, mainly because of technology. Let us look at the top customer service trends of 2021 and how these trends boosted customer service relationships.

Customer Service Trends To Checkout In 2023:

Customer Service Trend #1. Increasing customer expectations

There was a time when customers were content with expecting replies to emails after two or three days. Something like that is almost unimaginable these days. Customers expect quick responses, almost to a point where a response after an hour would be too much. With the proliferation of chatbots, live agents, and social media, they are asking for the moon. Thanks to technology, it is actually possible to cater to this level of service, although it requires a lot of effort from the companies to ensure that they provide the same level of consistency throughout. Here's a simple, yet effective customer service questionnaire created using SurveySparrow to improve the customer service experience..

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In a world where your customer has a lot of choices, you do not want to be left for your competitor just because you couldn’t satisfy their queries. Even if your product is loved by its customers, people put a premium on the service they get these days. Why? Because people are always on the move. They cannot afford to wait for a resolution for a long time. In fact, they would expect very little time spent on resolving a problem that they have with any product.

Losing your customers to your competitors isn’t the happiest of things for a business. But the reality is that the likelihood of something like that happening is pretty high if you don’t play your cards right. So if you are looking to provide the best service possible for your customers, here’s what you need to do. You need to have the technology in place to ensure that you can leverage all sorts of digital tools to make it extremely easy for your customers to get help.

The second part of providing stellar customer support is to ensure that your employees are well trained to handle everything from returns to customers who throw a fit. No matter what type of business you run, physical or online, you will face every type of customer. Ensure that you keep training your employees to make even the most difficult happy with you. It is not always possible, but you cannot give up without equipping your employees, especially your customer success agents to make an effort.

Customer Service Trend #2. Totally technology-driven customer service

We spoke in the previous point about how technology is one of the best arsenal that you have to attend to the needs of your customers. Invest in critical tools and technologies that will reduce the wait time for your customers as well as reduce customer retention. Customers would love to be assisted in a swift manner without having to wait for a long time. Here are some of the ways in which technology will empower customer service: