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Competition for customers is intensifying. Outstanding and sustainable customer service is crucial in order to strengthen customer loyalty and avoid churn. Current studies show:
If companies choose to invest in a good customer experience and target a 5% increase in customer retention, they can see revenue growth of up to 25%.
The digital transformation and the resulting challenges in the customer center regularly put managers under new stress tests, where problem-solving skills and correct prioritization go hand in hand. For example, customer centers can be expanded with new employees, but this is associated with high costs, time and risks, even though 82% of consumers prefer to communicate with real employees. But perhaps there are already innovative solutions in the digital age where customers can be reached on a human level?
In our experience, there are 5 key trends in customer service that you should know and use and which are being used more and more in service and customer centers:
The area of responsibility of customer service employees has changed considerably. While routine inquiries are increasingly automated, employees are faced with more complex issues and projects. Strong communication skills, technical know-how and the ability to solve problems are essential in order to guarantee a high quality of service.
This leads to a growing trend of well-trained customer service agents and the resulting increase in responsibility and opportunities for advancement. This is because initial problem solvers result in experienced and motivated agents with up-selling and cross-selling skills who add considerable value for customers and other departments.
The requirement that customer service is available 24/7 is increasing. Preferably without waiting times and many opportunities for communication. Diese hohen Requirements can only be realized if companies provide ready-to-use and easy-to-use self-service offerings. From our experience, this can sometimes result in unexpected challenges, but also successes. Companies should therefore consider the following points:
All decisions in the service center are also based on meaningful data, with a focus on measuring and analyzing current and relevant figures. The timeliness of the data is particularly important here, because only then can decisions be made in the now, but also sustainably for the future.
Companies that set a high standard for their customer service know their current customer needs and customer satisfaction and create Net Promoter Scores. They use this to build their customer patterns, which also have a positive impact on company growth. Companies can also consult external experts when analyzing data in order to obtain simplified and rapid support in decision-making.
Up to 57% of companies now use cloud solutions, especially for agile and efficient work in customer service. Companies are now faced with the challenge of managing many software services simultaneously, which requires cross-divisional and strategic planning during implementation.
That’s why successful and innovative companies monitor current trends and developments in technology and build their strategy on them. The advantages briefly explained:
The last trend is about an interplay between artificial intelligence and human expertise, also called augmented intelligence. Voice assistants can now answer automated queries and deliver impressive results in automated data analysis and speech recognition. This helps to set a certain quality standard and to check it.
However, the simple voice assistant lacks humor and friendliness, which is a decisive factor for customer loyalty. Thus, the bridge between people and technology closes when the use of artificial intelligence determines certain data, which is then used in the customer center.
Trends in customer service with AI show the following developments:
The top 5 trends in customer service presented here make it clear that technology and humanity must go hand in hand. When it comes to intelligent software solutions, the choice for modern contact centers is increasing, giving you the opportunity to constantly evolve.
Not every trend has to be implemented immediately just to improve the customer experience. The right approach is an individual adaptation that is geared towards the specific needs of customers and companies. Regular trend analyses, combined with current customer needs, are also important to help companies and customers move forward.
Because excellent customer service is the key to long-term success!
If you would like to find out more about current trends in the customer center, book a free consultation appointment. Together, we can shed light on what needs exist in your service department and what use of technology makes sense for you.
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