5 Trends that will shape your brand’s customer support this 2018

5 Trends that will shape your brand’s customer support this 2018

Faith Ocampo Published on January 2, 2018

call center agent with customer support team

This 2018, what should your customer support strategy look like?

To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs.
If you’re revamping your customer service this year, here are the five most important trends you must consider.

1. Keep in mind: customers are becoming smarter.

businessman in glasses thinking holding smartphone credit card

We live in a time wherein customers are driving the conversation and calling the shots. They’ve grown to be smarter and more informed, so they’re now more critical of the brands they buy from. So, carefully consider this when revamping your customer support strategy. Your clients may not be so forgiving of your mistakes because they can easily switch to your competitors. Thus, as you plan your business strategies, spend a great deal of time ensuring that your processes are tailored for the needs of your customers.

2. Self-service will still be in.

surprised young woman using laptop

An overwhelming 72% of customers would rather solve issues on their own than speak to a call center agent over the phone or send an email for assistance. These are the same customers who would check out your website to find answers to their questions, so be sure to cater to their needs. Put up self-service tools such as a FAQs page, how-to videos, or a forum. By making these available to your customers, you can increase your year-over-year customer retention rate to 85% compared with those that don’t offer any self-service options at all.

3. Watch out for more AI in customer service.

small robot using phone by laptop computer

Automated solutions powered by artificial intelligence (AI) are everywhere these days, helping customers with simple tasks such as ordering food or handling simple customer service issues. In fact, it’s predicted that by 2020, more than 85% of customer interactions will occur without a human agent.

This year and beyond, we can expect call centers to use AI to anticipate customers’ problems and resolve them before they happen. More and more AI solutions will also find their way into messaging applications. The customer support agent’s role will then be to take care of more complex tasks.

4. Creating your own brand of CX is the way to win.

young executives making business plans

When thinking about your brand’s customer experience (CX), ask yourself if you’re delivering something unique to your market. Your CX should make you stand out. It should highlight your unique selling points and project your brand’s personality. But most importantly, your CX should engage customers and convince them to stay with your brand. Thus, make sure to offer a convenient, smooth, and effortless experience for your customers.

5. Your human-to-human strategy will still matter.

young office employees in meeting

In fact, it might matter now more than ever.

As businesses are shifting their investments and attention to the digital CX, there’s a great opportunity in refining your human-to-human interactions. So while you’re upgrading your services, don’t forget about enhancing your customers’ in-store experiences. Also, train your call center agents to be good conversationalists so they can better relate and communicate with your clients. Enhancing your customer support’s human touch can help you build trust among your clients.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Since the US is a cultural melting pot, businesses catering to the North American market would definitely benefit from skilled multilingual professionals. Read more about it here: https://bit.ly/3u9BlwH

Ready to add a second business language? Contact us: https://bit.ly/3lTr2ck

Interested in #onshoring from our #LasVegas site? Explore Open Access BPO Onshore™ Solutions: https://bit.ly/2XKlBnw

#WeSpeakYourLanguage #multilingual #outsourcing #bilingual
Open Access BPO
Open Access BPO1 day ago
English is the most commonly used business language. This should be your company's top choice if you want to tap the world's most powerful economies.

Here are the top languages businesses must offer to remain competitive in international markets: https://bit.ly/39NKqSF

For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: https://bit.ly/3u9v3wQ

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Outsourcing to expert third-party providers open new opportunities and business innovations for international expansion. Open Access BPO explains the benefits for businesses who outsource: https://buff.ly/2XK3bDm

Get started on #multilingual #customerservice: https://buff.ly/3nXmy7h

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO3 days ago
Get acquainted with Open Access BPO's operation facilities in the Philippines, US, Taiwan, and China.

Need help deciding which location best suits your #multilingual #callcenter needs? Contact us today: https://buff.ly/3zrnOBv

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Enjoy these benefits when you outsource your #callcenter services:
✅ 24/7 availability across all support channels
✅ Flexibility and convenience
✅ Cost reduction

Learn more: https://buff.ly/2W0kyQ4

Message us to outsource today: https://buff.ly/3zsVdMr

#WeSpeakYourLanguage #multilingual #outsourcing
Open Access BPO
Open Access BPO5 days ago
As a #multilingual #outsourcing firm, Open Access BPO supports global companies and their clientele. #GDPR compliance ensures seamless #DataSecurity and access for customers.

Every consumer Open Access BPO touches has the freedom to choose how their personal data is handled and stored. https://buff.ly/3nP1IXB

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!