Smiling man texting

5 trends in Customer Experience

Customer expectations have been changing over the past few years. As a result, it’s becoming increasingly difficult to meet these expectations in an efficient way. But how have they changed? And how can companies address these changes and improve their tools and offered services accordingly?

1. Responding to customers’ changing needs ensures a strong position in the market

During COVID, customer contact became even more important than it already was. Companies soon had to find new ways to communicate with their customers. Because of this, customer expectations are now even higher. Companies that do not have the necessary setup, tools or trained staff or are unable to quickly adapt to customers’ needs will eventually find themselves in a weaker position than companies that can offer this flexibility.

2. Customers play a key role

Customers expect personalised communication and advice. As such, it’s important to know who your customers are and what they need. In the next few years, more and more companies will invest in customer data management. On one hand, to give their customers personal advice. On the other hand, to quickly deliver cross channel information of the client to the customer service advisor.

3. Mobile and instant messaging are becoming the primary tools for consumers

71% of consumers expect a company to offer support using (instant) messaging tools. (Conversocial) As a consequence, companies are making sure their customer service can be reached via mobile devices. Fast and efficient communication without losing the human touch is key.

4. Artificial Intelligence and automation, say what?

AI, RPA and automation are often seen as a threat to the customer service employee. However, it creates a balance between technology, that completes easy tasks, and people, who deal with complex interactions. Technology helps to increase the level of output as well as the employee job satisfaction. In short, technology and employees can work together to meet customers’ increasingly high standards in terms of speed of answer, first time right and customer satisfaction.

5. Self-service as first resort

Approximately 2 out of 3 customers will look for a solution themselves before contacting customer service. Thanks to solid customer data management, companies can exactly predict what their customers are looking for. Based on their needs and desires, a FAQ section, library or self-service portal can be added to the website. These tools reduce the number of standard interactions and boost the perceived transparency and convenience of an organisation.

These 5 trends show that the symbiosis between your customer service department, your customers, the right communication channels, people and technology are of the utmost importance to meet or exceed the ever-rising needs of your customers.

Curious to find out what this means for your organisation? Or how we can optimise your customer service together?