Today’s customer service growth goes beyond the traditional approach that we are extremely familiar with. As we have entered the age where many different channels of communication are made available, more effective customer support is expected to be implemented.
Customer service agents nowadays have full access to e-mail, live chat, social media, text messages and more. So companies that want to boost their sales and improve reputation has been conceptualizing the future of customer service growth.
See the infographic below and know the 8 lessons about customer service outsourcing to fuel growth in 2020 and beyond.
Customer support satisfaction
As customers highly value consistency, authenticity, and knowledge, gaining a better understanding of their expectations can boost their satisfaction. Ensuring it is the utmost priority of most businesses today. Check out our previous blog on how to improve the quality of your customer support services.
Customer support channels
The digital age enables customers to experience the omnichannel support that provides easier and faster service. This includes the use of social media platforms such as Facebook, Twitter and Instagram which they use on a daily basis.
Customer support agents
More than the know-how and professional experience, attitude is also a very important factor in picking the right customer support agents. While skills are learned and practised, friendliness, confidence, and a positive attitude are hard to teach. To be a great customer support agent, you have to have both.
Good customer experiences
Providing good customer service is what all companies aim to achieve, and so as their competitors. But, how would you get ahead of them? Making your customers happy is one thing, but providing a service that creates a huge impact on them could turn them into advocates.
Bad customer experiences
Unhappy customers only either complain or silently leave. And when they do, it’ll be hard to win their favour again. So it is always better to focus on providing a great service from the get-go to avoid the need for damage-control after.
Finances of support and service
According to a PWC survey, 86% of consumers are willing to pay up to 25% more for better customer experience. That means companies who invest in good customer support agents and was able to retain them has more chances of successful upsells and gain more new customers.
Most customers nowadays enjoy discovering and exploring the answers themselves as they are also learning in the process. In the next years to come, the customers’ preference for chat support and messaging will only keep on growing. So adding self-service support can mean huge wins for your business in the future.
Future of Customer Experience
As technology continues to evolve, the quality of customer service also remains developing. The trends are changing and customer expectations keep on growing. Companies that continuously seek the trend and is never afraid of changes are most likely to go far in the business.
Located in the Philippines, DBOS is an Australian-owned offshore staffing company that caters to back-office services, digital marketing, IT outsourcing, and customer service outsourcing. Reduce your wage costs up to 70% and get a free consultation with our very own CEO/Founder!