Guest Post: Trends of Customer Service in 2023
This week, we feature an article by Prabhjot Singh at Knowmax, a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.
In 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.
From the ongoing impact of COVID-19 to supply chain issues and global conflict, businesses are facing unrelenting pressure. But by prioritizing exceptional customer service, organizations can foster loyalty and drive growth in the years ahead.
This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions, the future of customer service is bright and full of potential. Let’s explore the top trends to watch in the year ahead.
#1 Self-service
In 2023, self-service options will remain a top priority for customers. According to Zendesk, 69% of consumers prefer to settle their issues independently without assistance. Surprisingly, self-service options are provided by fewer than one-third of companies.
This trend has been steadily increasing in recent years, and it’s not going to slow down. Customers want the ability to find the answers they need quickly and easily, without having to pick up the phone or wait in a queue for assistance.
While self-service options will handle easier issues, call centers will still be necessary for more complex questions and problems. Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience.
#2 Customer care
In today’s business landscape, customer care is crucial in protecting a company’s brand reputation. Service has become the main point of contact between a business and its customers, greatly affecting their perception of the brand. According to a global consumer survey, 60% of customers would buy more from a company that treats them better, while 62% believe businesses need to care more about them.
Customer care is not just a support function but a key brand loyalty and growth driver. With ongoing economic and geopolitical challenges, anything that strengthens a brand’s reputation in the eyes of its customers will be crucial in 2023. Brands that prioritize empathetic customer care and go the extra mile to treat customers better will have a natural advantage over their competitors.
#3 AI-powered chatbots
Customers now demand rapid, precise, and tailored responses from businesses. AI-powered chatbots are leading the charge in delivering a better customer experience. According to Emplifi, Three-quarters (75%) of customers emphasize the importance of brands providing fully self-service customer care options.
AI-powered chatbots are more efficient than traditional customer service methods and can be programmed to provide personalized experiences for each user. Unlike human agents, chatbots can operate 24/7, providing instant customer support anytime.
Chatbots can be utilized in various ways, such as helping customers find what they need, providing information on their accounts, and even notifying them about new products or services. Incorporating AI-powered chatbots into your customer service strategy can save time and resources and provide customers with a seamless and personalized experience.
#4 Interactive video chats: Faster issue resolution
More and more customer service teams are embracing online chat or live support, but did you know that live video interactions are also gaining popularity?
According to Salesforce, 52% of customer care teams utilize online chat or live help, compared to 81% of consumers. It underscores businesses’ need to offer many communication channels to meet client preferences.
With the switch-to-video feature, customers can seamlessly switch to a live video chat with a customer service representative without leaving their preferred channel.
This interactive feature provides a more personal touch to customer service and allows for faster issue resolution. Customers can get their questions answered and issues resolved without interrupting their workflow, making it especially useful in industries like tech support or healthcare. So, consider integrating interactive video chats into your strategy to elevate your customer service game in 2023.
#5 Automation in customer service
Automation is the future of customer service, and 80% of business executives think owners can use it to make any decision. It means that more organizations will adopt automated processes, leading to the removal of repetitive and mundane tasks for customer service representatives.
Introducing robots and artificial intelligence (AI) into the industry is a positive change for employees and customers. With AI, customer service agents can find answers quickly and suggest the best course of action for customers, enabling them to spend more time on complex queries and with customers.
This shift is not about removing responsibility from customer service representatives but rather about enhancing their capabilities and fulfilling their jobs. It ultimately leads to better employee retention and more satisfied customers who can solve their problems in minutes rather than days.
#6 Conversational experience
Consumers today expect natural, fluid interactions where they control the conversation and can seamlessly move between channels without repeating themselves. These expectations are becoming increasingly clear, as evidenced by Zendesk’s data showing that 72% of customers want immediate service, and 71% demand conversational experiences. However, businesses are struggling to catch up, with only 42% offering multiple support channels and 60% of consumers interacting with agents who lack context. It leads to customer dissatisfaction, missed opportunities, and lost revenue.
Customers want interactions that do not disrupt their current tasks, and 70% purchase more from companies offering seamless conversational experiences.
Businesses providing natural, seamless, and contextual interactions can build stronger relationships with their customers, drive customer loyalty, and increase revenue growth. Therefore, companies need to invest in developing conversational experiences that meet and exceed customer expectations.
Conclusion
Businesses in 2023 will continue to prioritize a Knowledge base for customer care, recognizing the importance of strong support systems in fostering customer loyalty and driving growth. Key trends in customer service for 2023 include a growing focus on self-service options, empathetic customer care, AI-powered chatbots, interactive video chats, and automation. By incorporating these trends into their customer service strategies, organizations can deliver exceptional customer experiences, save time and resources, and ultimately strengthen their brand reputation in the eyes of their customers.
Prabhjot Singh is a digital marketer at Knowmax, a company that empowers customer experience teams to improve engagement through AI-powered knowledge management.
Read Shep’s latest Forbes article: Mastering Customer Centricity: Six Ways To Put Customer At Core Of Your Business
In 2023, it’s clear that customer service remains a top priority for businesses across industries. The last three years have demonstrated the importance of strong customer support systems, as customers lean heavily on organizations for assistance in times of rapid change and uncertainty.
From the ongoing impact of COVID-19 to supply chain issues and global conflict, businesses are facing unrelenting pressure. But by prioritizing exceptional customer service, organizations can foster loyalty and drive growth in the years ahead.
This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions, the future of customer service is bright and full of potential. Let’s explore the top trends to watch in the year ahead.
#1 Self-service
In 2023, self-service options will remain a top priority for customers. According to Zendesk, 69% of consumers prefer to settle their issues independently without assistance. Surprisingly, self-service options are provided by fewer than one-third of companies.
This trend has been steadily increasing in recent years, and it’s not going to slow down. Customers want the ability to find the answers they need quickly and easily, without having to pick up the phone or wait in a queue for assistance.
While self-service options will handle easier issues, call centers will still be necessary for more complex questions and problems. Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience.
#2 Customer care
In today’s business landscape, customer care is crucial in protecting a company’s brand reputation. Service has become the main point of contact between a business and its customers, greatly affecting their perception of the brand. According to a global consumer survey, 60% of customers would buy more from a company that treats them better, while 62% believe businesses need to care more about them.
Customer care is not just a support function but a key brand loyalty and growth driver. With ongoing economic and geopolitical challenges, anything that strengthens a brand’s reputation in the eyes of its customers will be crucial in 2023. Brands that prioritize empathetic customer care and go the extra mile to treat customers better will have a natural advantage over their competitors.
#3 AI-powered chatbots
Customers now demand rapid, precise, and tailored responses from businesses. AI-powered chatbots are leading the charge in delivering a better customer experience. According to Emplifi, Three-quarters (75%) of customers emphasize the importance of brands providing fully self-service customer care options.
AI-powered chatbots are more efficient than traditional customer service methods and can be programmed to provide personalized experiences for each user. Unlike human agents, chatbots can operate 24/7, providing instant customer support anytime.
Chatbots can be utilized in various ways, such as helping customers find what they need, providing information on their accounts, and even notifying them about new products or services. Incorporating AI-powered chatbots into your customer service strategy can save time and resources and provide customers with a seamless and personalized experience.
#4 Interactive video chats: Faster issue resolution
More and more customer service teams are embracing online chat or live support, but did you know that live video interactions are also gaining popularity?
According to Salesforce, 52% of customer care teams utilize online chat or live help, compared to 81% of consumers. It underscores businesses’ need to offer many communication channels to meet client preferences.
With the switch-to-video feature, customers can seamlessly switch to a live video chat with a customer service representative without leaving their preferred channel.
This interactive feature provides a more personal touch to customer service and allows for faster issue resolution. Customers can get their questions answered and issues resolved without interrupting their workflow, making it especially useful in industries like tech support or healthcare. So, consider integrating interactive video chats into your strategy to elevate your customer service game in 2023.
#5 Automation in customer service
Automation is the future of customer service, and 80% of business executives think owners can use it to make any decision. It means that more organizations will adopt automated processes, leading to the removal of repetitive and mundane tasks for customer service representatives.
Introducing robots and artificial intelligence (AI) into the industry is a positive change for employees and customers. With AI, customer service agents can find answers quickly and suggest the best course of action for customers, enabling them to spend more time on complex queries and with customers.
This shift is not about removing responsibility from customer service representatives but rather about enhancing their capabilities and fulfilling their jobs. It ultimately leads to better employee retention and more satisfied customers who can solve their problems in minutes rather than days.
#6 Conversational experience
Consumers today expect natural, fluid interactions where they control the conversation and can seamlessly move between channels without repeating themselves. These expectations are becoming increasingly clear, as evidenced by Zendesk’s data showing that 72% of customers want immediate service, and 71% demand conversational experiences. However, businesses are struggling to catch up, with only 42% offering multiple support channels and 60% of consumers interacting with agents who lack context. It leads to customer dissatisfaction, missed opportunities, and lost revenue.
Customers want interactions that do not disrupt their current tasks, and 70% purchase more from companies offering seamless conversational experiences.
Businesses providing natural, seamless, and contextual interactions can build stronger relationships with their customers, drive customer loyalty, and increase revenue growth. Therefore, companies need to invest in developing conversational experiences that meet and exceed customer expectations.
Conclusion
Businesses in 2023 will continue to prioritize a Knowledge base for customer care, recognizing the importance of strong support systems in fostering customer loyalty and driving growth. Key trends in customer service for 2023 include a growing focus on self-service options, empathetic customer care, AI-powered chatbots, interactive video chats, and automation. By incorporating these trends into their customer service strategies, organizations can deliver exceptional customer experiences, save time and resources, and ultimately strengthen their brand reputation in the eyes of their customers.
Prabhjot Singh is a digital marketer at Knowmax, a company that empowers customer experience teams to improve engagement through AI-powered knowledge management.
Read Shep’s latest Forbes article: Mastering Customer Centricity: Six Ways To Put Customer At Core Of Your Business
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