This article was originally written by Thomas Griffin, posted on inc.com
Customer Service Trends are always evolving.
If you want to grow your business, your customer service constantly needs to be evolving and improving. As you likely already know, outstanding customer service is the key to a successful business. A Microsoft survey in 2017 revealed that 54 percent of customers had higher expectations for customer service compared to the year before, and that percentage was even higher for the 18- to 34-year-olds surveyed.
With a new decade here, it’s the perfect time to give your customer service strategy a boost. But, how do you know what customers want this year in regards to customer support, and how can you keep up with your competition? Well, you have to keep up with the trends.
Check out these customer service trends you need to know for 2020.
The fact that customers expect lightning fast, 24/7 customer support is nothing new. But, it is important to remember going into 2020. According to HubSpot Research, 90 percent of customers rate an “immediate” response as important or very important when they have a question, and 60 percent of customers define “immediate” as 10 minutes or less. So, if your business isn’t offering 24/7, real-time customer support, I recommend fixing that in 2020 by implementing live chat.
Offering 24/7 live chat might seem impossible for some business owners, especially if you have a small team. Luckily, you have options such as outsourcing your live chat or hiring more remote customer support representatives. More and more businesses are realising that with remote customer support reps, they can hire employees in different time zones in order to provide comprehensive 24/7/365 customer support. You can also implement chatbots — I’ll share more on that in the next section.
One-on-one, personal conversations are necessary if you want to increase your customer base, build customer loyalty, increase engagement and boost revenue. And with AI-powered chatbots, your customers can have real-time conversations and get answers to their questions even if you aren’t available.
For instance, if a consumer has some concerns that need to be addressed before they decide to purchase a product, they can speak to your chatbot about it. Or, if a customer doesn’t know how to use a particular feature, your chatbot can teach them how.
Chatbots are getting easier to build every day, and you can implement them on multiple different channels, such as your own website, Facebook Messenger, Twitter, Slack and more. Plus, thanks to machine learning, the more conversations your chatbot has with customers, the more effective it will become.
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