Surveys over the past few years have shown that customer service will be a topmost priority for most of the companies. And, they were absolutely right.
A Gartner Study has revealed that by 2019 more than 50% of the organization will invest additional money in improving their customer experience. This is because today’s customers want to feel valued, understood and consistently recognized, no matter what the channel of engagement is.
Believe it or not, customer experience has a remarkable impact on business results, so if you haven’t started planning your customer service strategy for the upcoming year then this is the time…!!!
And if you are looking for something to start with, then you should definitely go through these 5 customer service strategies that will help you shine in 2019.
A Solid Focus on Social Messaging.
Customers of 21st will not hold your calls for several minutes and then get a “meh” help to their problem. This is why the use of messaging apps as a customer service channel is gaining popularity.
If you want to survive in this race, be where your customers are. Use Twitter, Facebook, Whatsapp, we chat and similar mediums because this is how the world is communicating today and there is absolutely no way your company can avoid these communication habits in 2019.
Don’t Forget to Give Help Desk and Customer Feedback Software the Importance you gave in 2018
A Help Desk Software tracks customer issues, questions, and complaints with a greater efficiency. It transforms a manual system riddled with human errors into a well-oiled machine which will create better outcomes for you as well as your customers. Once famous only in IT companies, it is now widely used by local and national Governing bodies, manufacturers, retailers, banks, and telecom providers.
Customer Feedback software is the best option when you want to listen to the voice of your customers. It is a smart way to collect and analyze customer inputs periodically. The increasing number of call centers, toll-free number, and social media shows why getting a customer feedback software is so imperative for a business.
Leverage the Power of Machine Learning
In the last few years, AI has become an important part of customer interaction with chatbots, Virtual Assistants, speech recognition technologies gaining grounds in call centers.
Bots will deflect the same old question that comes up to every customer mind allowing human agents to concentrate on complex issues that require emotional intelligence, something machines are yet to master. This 24*7 availability increases customer satisfaction (customer feedback software) while cutting costs at the same time.
Similar to chatbots, virtual assistants help to answer customer queries and finds a solution for their needs. This drive towards artificial Intelligence will boost agent as well as customer experiences to a much greater extent in the coming year.
Video Chat will Take Customer Service to a Whole New Level
Video calls are a great way to provide real-time support and personalize the customer experience. Video opens up new opportunity in call centers by allowing customers to request callbacks through a video chat and giving agents the opportunity to send video tutorials as an attachment in email or chat.
The technology works effectively with co-browsing and screen-sharing. This will allow your agents to remotely drive customers and even gain the control of their screen during a chat interaction.
Expand Service Coverage using Every Channel Possible
It’s not only the millennials who are glued to the phone all the time and demanding online services, everyone wants a service that is both instantaneous as well as ubiquitous. Actually, the fact is that relying solely on phone calls and emails is not to take you that far.
Mobile support, live chat, customer portals, knowledge base, social platforms, messaging apps are allowing businesses to connect with their customers on the devices they use on day to day basis.
There is no such thing as over delivering in customer service, there is always a scope of improvement. With 2019 getting closer make sure to have a look at these strategies as customer experience is turning into a new battlefield. Great customer service will help you gain the trust of your customers, improves your brand reputation, drive sales and drive new customers through valuable recommendations. Make sure your customers are happy with your services both online as well as offline. Happy 2019.
A Software Analyst at SoftwareSuggest, Nidhi Raghuvanshi studies and writes reviews about Software in categories such as POS Software and Business Intelligence. She is a Google certified Digital Marketer. In her spare time, she likes to read fiction.