What are the demands in the era of the customer?
Companies realize that customers are the ones calling the shots. They are smarter, better informed and know they have more options to choose from. They expect excellent customer experience whenever they interact with a company.
“The era of the customer” creates stricter requirements for high-quality customer service. If your services don’t meet your clients’ expectations, there are still ways how to fix your reputation. Some companies see this is as a burden, while others see this as an opportunity to meet and even exceed customer expectations. And these companies will create loyalty with existing customers.
The following 5 trends cannot be ignored because they are here to stay. Companies that want to keep their position on the competitive market are always ready to adapt to new customer service trends. Because customer service is the new marketing!
#1 Customers are smarter than ever before
People purchase and return goods, they want to be informed about the status of their order, how to make a claim, etc. Whenever customers interact with a company (not just your direct competitors), they know what a great customer experience should look like.
Make sure you meet your customers’ expectations and provide them with excellent customer service.
Always assume that the client won’t give you a second chance. One strike and you’re out.
#2 Self-service is increasingly popular
Customer experience should be easy and convenient. Several studies have shown that customers visiting your website don’t look for a phone number to contact your call center. They look for answers to their problems or questions (how long does shipping take, how much does it cost, what are the methods of payment…). What does it mean?
- Always keep the FAQ section on your website updated and understandable. It should be easy for customers to find all the answers they need.
- Videos have become a powerful way how to answer frequently asked questions. You can replace the traditional text format with a video or include how-to videos in the FAQ section. In addition, videos are a great way to show clients how to properly use your products. And that’s a great marketing technique!
#3 Chatbots are more and more popular
Chatbots can effectively handle simple customer questions or requests – information on product availability, status of their order, shipping, invoices, change of address, etc. However, chatbots will never replace humans for handling complicated requests.
Chatbots help your employees dedicate more time to customers with more complex issues. Without chatbots, employees would still have to answer basic questions and waste their time.
#4 Personalization is a driver of customer loyalty
Customers want personalized approach. They are willing to provide companies with data, but in exchange they expect relevant marketing suggestions.
For example: Your e-shop sells toys for kids. During the registration process, the client informed you that he had two daughters. So you shouldn’t send him newsletters about toys for boys.
Personalized approach will earn you respect and loyalty of your customers.
#5 Smartphone-friendly website is the way to go
Why? Almost everybody has a smartphone today. Clients often view products and services on their phone, but eventually use the desktop to make the purchase. That’s why web content should be optimized for mobile phones and tablets as well. Successful businesses and e-shops have become responsive a long time ago. And not just the global players.
Mobile apps of e-shops have become increasingly popular (e.g. ASOS, ZARA, IKEA, ALZA, ZOOT, etc.) because they allow clients to view products, store them in wish lists, make bookings, view availability in store, etc.
Now ask yourself the following questions:
- Are you keeping up with the trends and are you providing your clients with the customer service they expect?
- Are you making the most of technology to provide clients with easy and convenient experience before, during and after shopping?
The tools are available.