8 Trends in Digital Customer Service in 2016

In today’s late capitalism if we can think about a product, it is certain that there are at least five different versions of the same product or service, and they all deliver an excellent quality. So how can you distinguish yourself from your competitors? Customer service is one of the options. Companies with amazing customer care will certainly overpower their competitors.

But what’s changed in the recent years and what are the latest trends in digital customer service? Let’s find out!

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1. Mobile first

If we think about a trend in digital, for sure, the number one will always be the mobile. But let’s see how important mobile today. By now most of not just have a smartphone but also learned how to use it. Mobile referral traffic is the number one platform now for most of the sites. Smartphone users are high on apps, and the latest tech companies are all mobile-first companies. So it is the number one priority for all organisations not just to be on mobile but to transform their services to become mobile first. A mobile optimized website is not enough and users won’t engage with a call centre to know more about a product or troubleshoot an issue.

2. Smart self-service

While online Frequently Answered Questions used to be hype, to have a successful solution to a problem, users still need to call a call centre. Engaging with brands on customer service issues on social media is a thing, but problem-solving percentages are much higher than the traditional customer service channels. It’s simply why: social media teams don’t have the options to look deeply into personal issues for a client. While general issues are easier to handle through digital media, the real personal matters for a customer still need call centres. This issues will change in 2016: the massive coverage of live chat supports, free digital support teams, and smart self-service apps will have the same problem-solving rate as traditional customer service options.

3. Delivering where the customers are

According to a research 88% of all businesses think that they provide an excellent customer service, but sadly only 8% of customers feel the same. Today’s economy a product or service can fail quickly, and it is a must to deliver excellent customer service on the platform where your customers are.

4. Proactive Customer Service

When a user spends too much time on a brand’s FAQ site, it’s clear that an issue needs resolution which may or may not be in the FAQs. But most of the companies expect the user to start a conversation. Therefore, a proactive live support is ideal.

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5. Don’t be a robot!

While most of the things should and can be automated, the customer care agent has to remain as human as possible. Users feel uncomfortable when they engage with a de-humanized machine. Sometimes a living customer care agent can be dehumanised just by following protocols. Re-humanising the customer care implies a more flexible process system for care agents who act based upon brand values and human empathy towards the customer.

6. Talking reimagined

The ones who still prefer calling up call centres have a better option now with their smartphones. In 2015 almost all the key tech companies introduced digital assistants where users can talk to their phones and the assistant solves problem for them. Voice will be one of the most significant interaction form with customer care agents with using existing technology provided by virtual digital assistants.

7. The power of chat

Live chats will submerge as the number one on-the-go customer care channel. They are easy to use, and customers have the option to start, drop and pick up conversations on-the-go with a customer care agent via live chat.

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8. The power of data and analytics

It is not a secret that companies are gathering data from clients. With the intensive data collection and big data databases, companies will have extensive information on each of their clients. Using this data can significantly shorten a customer service issue. Implementing analytics into customer service influences quick and accurate solutions.

This week we will show you the latest trends in digital customer service. Please join our weekly Q&A where we answer all of your questions.

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