2018 is here, and along with it come countless trends in fashion, music, and customer service. You heard us right! Here are some of the customer service trends that will be everywhere this year.
Automation is not something that many humans want to think about since it makes them realize that some of what they do is replaceable. However, automation and artificial intelligence are primed to take center stage in 2018. Think about how your business could benefit from a customer service-bot who could respond to customer questions about where their order was and when it was going to be delivered? Automation doesn’t need to mean totally switching to robots; it just means working a little bit smarter!
Offer Self-Service Solutions
Many companies are heavily investing in self-service customer service technology, as customers make it clear that they are comfortable solving their own problems if given the option. Most younger consumers like getting instant answers, and self-service customer service can facilitate that. Consider investing in self-service for certain basic questions and issues, like canceling a membership or seeing when a product will be back in stock.
Mobile Service is Standard
Mobile customer support and live chat have continued to grow over the past few years, but they are going to be everywhere in 2018. In 2017, over 77% of Americans owned smartphones. Many of those people use their smartphones to access the internet and communicate with companies. As a result, if you aren’t online, you aren’t getting in touch with customers where they are. Offer customers a mobile-friendly chat solution that is easy to use, and you’ll earn customers for life!
Agent Agility Matters
When it comes to customer service, agent agility is going to play a larger role than ever before. Instead of searching for customer service agents with well-developed specialties, companies are looking for well-rounded professionals who can tackle a number of concerns. The most agile agents will have the most success in the modern and mobile world.
Contact TeleRep For Access to the Latest Customer Service Trends Today!
TeleRep knows how important live chat, call center services, and alarm monitoring are to your business. We are well known for our professionalism and excellent customer service when dealing with your valued customers. Let your customers know you care, right now, with live chat services. To learn how TeleRep can help set your business apart, contact us online or give us a call at 1-800-638-2000. To see more examples of what we’ve done, follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.