Did you know that according to Hubspot research, 68% of customers from around the world are willing to spend extra to get better customer service from a business? Many clients experience poor customer service from a variety of companies, leading them to abandon that service provider for good. Let’s go over the ins and outs of 2021 customer service trends and see how we can cope with this situation.
The situation of overall service for customers that are trends in today’s market is in a bad shape, but it turns out that helping your current customers can increase your company’s growth in double. When you successfully satisfy your customer, they tend to do your publicity on their own. No matter how powerful your marketing team might be, the best customer service trends are the key to your company’s success.
Definitive Guide: What Does Customer Service Mean?
Customer service means providing help and assistance to your customer before and after they buy your service or products. Suppose you want to sell a table through your website. When a customer lands on your product, he might have several questions raised for you. He might want to know the height, length, or weight of the table. Your service agent will assist him to know all the details of the products clearly so that he thinks about buying the product from you.
After he has made the purchase, he might ask for after-purchase services from you. If you help him to get all his questions and requirements clear on the spot, you have successfully followed the best customer service trend for your customer. Around 90% of Americans use it as their determinator of buying any product. Providing all sorts of support to your customers is called the best customer service.
Difference Between Customer Service & Customer Support
Confusing between customer service and customer support is common among people. It is important to know the difference because it will help you to immediately concentrate on your interactions with customers. Let’s see some of the key differences below:
👉 The best customer service team assists your customers to understand the product or service they might be getting from you, but customer support means solving technical problems immediately or troubleshooting.
👉 Service team for customers assures customer satisfaction by offering excellent assistance, whereas customer support is solely concerned with whether the product is meeting its objectives or not.
👉 Best customer service team requires mostly soft skills in order to provide assurance, clear communication, and total support to customers. Customer support, on the other hand, necessitates both hard and soft skills in order to provide clients with rapid solutions to their problems with the product or service they are receiving.
👉 Better service for customers is mostly needed in any industry you can think of but customer support is especially common in the IT and e-commerce industries, where non-technical customers require assistance in using goods.
Best Practices For Providing Top Customer Service
Best service for customers is all about enhancing the relationship between the business or company and the customers. Unlike a customer support team, the best customer service team deals with giving the customers a helpful and supportive approach from the business they are taking service from. But sometimes companies should re-evaluate their policies and revise the practices that they already have. Let’s dive into the top best customer service trends below:
Set The Expectations Of The Customers
In terms of best customer service trends, there is a popular adage that goes, “under-promise and over-deliver”. You may make fewer promises to your customers about your service, and when you go above to assist them, it enhances their entire experience with you. First, let your customers know how much assistance you are willing to provide. It will set their expectations from you and make your task even easier.
Observe Customer’s Problems
Better communication is the key to providing better service to your customers. But before approaching solutions, you need to observe and listen to your customers to understand what they are wanting in the first place. The best customer service teams tend to have the ability to engage the customers with guidance, recommendations, and suggestions about the product or service. So observing the customers before giving them tips is the first and foremost thing to provide the finest service to customers.
Make The Connection More Personal
As mentioned earlier, making business connections with customers is the primary task of the best customer service team. Starting from onboarding new customers to following up with them after they make the purchase, can help the company to create a friendly relationship.
This step will help the company or business to upsell their products sometimes and create loyal customers. It is said that keeping old customers is easier than attracting new customers. Following the best customer service trends can help a company to maintain this all the time.
Create Customer Contacts And Post-Sale Follow-up
Keeping a customer contact list can help a company to grow even further. Sending email or texts to the customers who have already made a purchase from your company, is a great strategy to kickstart your business campaigns. Post-sale follow-up is another tactic using which you can easily gather customer feedback and know their overall experience. It will help them to understand the customer base they are dealing with.
Best Customer Service Trends To Level Up Your Business
If you already have a business, improving your customer service trends is a possible choice. It is essential for your company to have a proactive service team. Let’s take a look at all of the best customer service trends to rapidly improve interactions between the firm and its customers.
Quickly Get In Touch With Phone-Based Service
Most of the companies provide service to their customers through phone calls. Usually, customers call a hotline and get redirected to the designated department for their ideal solutions. This method helps the best customer service team to listen to the customer’s concerns and get help for them immediately. But as the consumer world is expanding every day, handling every customer through phone calls is tough.
But you can certainly use this method to give them personalized help over phone calls. Some other companies prefer to communicate with customers via text messages. In this method, the customers need to text to a certain code number and get the specific service over text messages.
Provide Specific Solution Via Email-based Service
Sending emails to customers is another preferred method of communicating with customers. Customers usually send specific inquiries through email to the customer service team. So they can filter the same types of inquiries and get them the solutions immediately. It is a time-saving way of dealing with different kinds of problems at once. If you do not want to keep your customers on hold for a long time, introduce customer service trends through email and level up the customer experience.
Set-Up Self Service Such As Knowledge Bases For Customers
Self-service has become another functional approach to solve customer’s problems without dealing with them face to face. Suppose you are selling a SAAS solution to your customers and have already created a knowledge base consisting of all kinds of problems with solutions written in it. Your customers can search for their own inquiries and get the instant solution written in front of them by using your well-written solution. Thus they do not need to wait for a day or more to get the desired answers they are looking for.
A base di conoscenza is a collection of FAQs, guides, and probable questions with solutions. It offers a self-service system to your customers and helps resolve their problems by themselves instead of waiting in queue for the support team to get back to them. You might not be able to give the best customer service by phone, text, or email all the time, but a knowledge base is able to give support 24/7.
Give Conversational Solution Through Live Chat
Providing solutions through live chat can be beneficial to understand your customer and get close to them. Through conversational customer service trends, they will feel that they are communicating with a human being instead of a chatbot. If you are willing to give personalized help full of recommendations and suggestions, a conversational team can help your business to stand out.
Offer Multi-Channel Service Using Social Media
The most recent trend to communicate with customers is multi-channel social media. If your company has multiple accounts on different social media platforms, your customers might want to reach out to you through every one of those. Creating the best customer service team to provide multi-channel customer service trends using all the social media accounts will surely level up your business’s recognition and popularity.
Some businesses create social media accounts specifically dedicated to giving the best service to their customers. In this way, your customers will get the easy and immediate support they want to have from you.
✨ Bonus: How To Create A Self Service System For Customers
If you are a WordPress user already, we have great news for you. Introducing BetterDocs – an advanced knowledge base plugin for everyone to easily create documentation or knowledge base without any coding. If you truly believe in enhancing your customer service trend quality and introduce self-servicing for your customers, BetterDocs can help you to create a stunning knowledge base with a beautiful layout and lots of perks like instant chatbot, scrollable table of content, ready templates for documentations, live search bar and so on.
Start Providing Better Customer Service
In short, you need to follow recent customer service trends to provide the best customer service for your business. No matter what kind of business you might be running, following this thorough guide will bring you more satisfied and loyal customers and boost your business over time. If you have found this blog informative enough, subscribe to our blog for more blogs like this. Join our Facebook community to share your experience with other WordPress users.