Staying relevant in all aspects of your business is pretty important- but customer service is up there at the top of the list. It is a simple fact: companies are far more likely to retain clients and secure repeat business if they treat their customers well and have a good system in place.
Trends have come and gone over the years regarding the best ways to manage customer service- but these eight must-dos remain as relevant as ever. Implementing them in your business could make all the difference to your customer relationships and satisfaction ratings.
8 Customer Service Trends that are Still Relevant
1. Omnichannel Support
Omnichannel support is the optimal way to approach customer service in the digital age. We live in a world where people expect fast results and convenience is a priority- so providing instant access to customer services in various forms is the goal.
Businesses using an omnichannel support model provide a seamless and consistent experience for their client both digitally and in-person (when relevant). It is not just about doing it all it is about having it all connected so that nothing slips through the cracks.
Some of the channels included in a robust omnichannel customer service model are text, live chat, automation, emails, and social media.
2. Live Chat Support
Interaction is key in customer engagement– and live chat apps make it easy. There is a time and a place for chatbots and automated answers- but let’s be honest, sometimes we just want help from an actual person!
Adding a live chat box to your website lets people connect directly with you and your team for real-time, real-life support. It allows you to respond quickly and have valuable conversations with your clients. Combining it with automated responses to FAQs helps things flow smoother.
Here are some of the other benefits of having live chat support.
- It gives you a chance to get first-hand feedback from clients.
- Having a live chat widget on your website may make people feel more confident about your business.
- Whenever someone visits your website, they can see that support is available.
- It is easy for you and your customers to send messages to one another.
- You create a relaxed feeling- like chatting with a friend.
3. Personalization
Providing a personalized service that is tailored to the needs of the client in front of you is not always easy- but it makes all the difference. Businesses have a habit of turning customers into numbers instead of people- which is fine when it comes to stats and figures, but not when someone reaches out for support.
When a customer feels valued and respected as an individual, they are more likely to remain loyal to a company and repeat their business.
4. Proactive Support
Why wait for customers to come to you with questions or problems? You know your business- and you probably have a good idea of your customers’ needs in most cases. Proactive support is about taking the lead in communication by sending updates, alerts, important information, and more.
Automation software is an excellent tool for being more proactive in your customer service. Cut down on the time and cost of answering questions and dealing with concerns that could be avoided in a simple email sent out automatically.
5. Using Chatbots
Let us start by saying that chatbots are not the be-all and end-all of customer service- and having them as your only form of customer service will not win any hearts. That said, they are still relevant today because they are very useful in many situations.
Simple FAQs can easily be handled by chatbots- especially with the advanced systems and apps available now. They also help to sort queries and direct them to the right person to save time and energy for you and your customers.
6: Emotional Intelligence
Hopefully, being emotionally intelligent in your approach to customer service will always be relevant. Caring about your client’s needs and handling them in an empathetic and understanding manner seems like a no-brainer- but it is something people often stop prioritizing as their business grows.
Emotional intelligence is described as the ability to recognize, understand, assess, and manage emotions in yourself and other people. It is an often under-appreciated skill- and one that companies do not focus on enough.
Some of the most successful companies are the ones that integrate emotional intelligence into their customer service training programs- and hold it as a pillar in their business practices. They understand that loyal clients and repeat business help drive sales and income- and people are far more likely to recommend a service that cares about its clients.
One of the most important things to consider regarding emotional intelligence in customer service is that it is not always easy. Dealing with an upset or angry customer is difficult and stressful- but trying to connect and understand can help alleviate the issues. If you manage a customer service team, make sure you make this part of the training.
7. Utilizing Knowledge Base Tools
Knowledge management software is a game-changer for businesses of all sizes- especially those in the process of expansion. Keeping track of client data, staff information, business dealings, and more gets tricky- but these tools streamline and condense it into easily manageable files.
What does that have to do with relevant customer service trends? Well, everything! Knowledge is power- and the more you know about your clients and business, the better a service you can provide. The more you use these tools, the more possibilities you unlock- which is why they are likely to stay relevant in customer service for a long time.
8. Use of Humor
Humour is an interesting tool in the world of customer service. It shows personality, reminds people that there is a human being behind the business, and lightens the mood. The amount of humour you can use depends on the type of business you run and understanding when it is and is not appropriate is very important.
It all comes down to interactive business/client etiquette. Understanding live chat etiquette and the best ways to interact with people through messages is key to getting the most out of this type of customer service.
Here are a few top tips for bringing humour into your customer service.
- Keep it relevant to the conversation- stay on topic.
- Avoid inappropriate humour- or any humour in an inappropriate situation.
- Be yourself!
- Make it clear that you are using humour- ambiguous sarcasm can lead to misunderstandings.
- Don’t force it- it has to be natural, or it could get awkward.
- Think about what type of humour you would enjoy if you were the customer.
Conclusion
In summary, the most relevant customer service trends are the ones that prioritize convenience, speed, and personal connections- regardless of the platform you use.
The best way to get the most out of your customer service is by using a multi-channel, versatile chat app such as Chaty. It pulls together all the best bits of modern communication that allows you to communicate with customers on their favourite social channels such as WhatsApp, Facebook Messenger, Twitter, or Instagram.
No matter what type of business you run, your clients should be a priority- and looking after them well can only bring benefits. Don’t make high-quality customer care an afterthought- use these eight client service tools to stay on top!
