The answering service industry has also been impacted by technology advancements. For this year, some answering servuce trends are worth watching and implemented.
A more responsive omnichannel support
Businesses must implement omnichannel ways for customers to contact them. Research has shown that customers are more and more demanding when it comes to customer service.. E-mail, online chat, phone-in service and support tickets are just some channels that are now being simultaneously implemented, Customer service has greatly improved due to this ominichannels.
The aim of a omnichannel implementation is to streamline the delivery of service for customer satisfaction. Customers can readily and easily touch-base with companies with a well-planned omnichannel strategy. Many businesses have implemented this approach and have benefited from such. In the coming months, more and more businesses are expected to take this approach.
Real-time interaction will be the norm
A growing trend in customer satisfaction is the use of real–time interaction between the support agent and the consumer to address issues and inquiries. Contact centers will have more facilities for live chats. This strategy is highly attractive for customers and will boost satisfaction. A positive customer experience is gained from this approach.
Social media will play a vital role in customer service
Social media has grown in popularity and is being tapped by businesses as a channel for customer support. One of the reasons is that platforms like Facebook, Instagram, Twitter and others are cost-efficient. These channels do not cost money as well as easily accessible by both business and clients.
In a 2019 survey, 85% of contact leaders believed that social media is the simplest way to establish a customer support facility. Customers now expect to ask questions and get assistance using the platforms available to them.
More self-service options will be available to customers
Customer self-service is one trend to watch. A survey of the Harvard Business Review revealed that 88% of US customers expect businesses to have a self-service portal. This may be an FAQ page, chatbots and availability of a comprehensive database that can be readily accessed by the customer.
Such a facility allows clients to have control over their issues or have more information regarding a product or service. One benefit of self-service facilities is that customer support teams can focus on more complex and immediate matters.
The integration of video in answering service
New technology allows integration of videos on calls, Since customers readily have access to video calls, this facility will be integrated into support service calls. By providing video, companies allow more personalization of their customer service.
Messaging and rel-time channels will accelerate
Customers may prefer a quick chat through messaging than any other channel. Businesses should provide such option to be up to speed with customer demands. Customers can also be kept in the flow with product updates and other relevant information through messaging.
The pandemic has forced companies and people to adopt new technologies and practices. Customer support services have to step up and adjust to such technologies as quickly as possible. Trends show how fast the changes occur and the reason why they are needed. Answering service companies must attune themselves to these trends to keep up with the times.