No matter the industry, providing a great customer service experience is imperative for capturing customer support. Customers have more choices than ever before, and their expectations are rapidly evolving. In fact, in 2022, 71% of consumers switched brands at least once as priorities, lifestyles, or financial situations changed. This willingness to switch brands indicates the importance of staying ahead of customer demands.
On this first episode in a series of National Conversations on the State of Customer Service J.D. Power experts, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader, and Jeffrey Conklin, Vice President of Utilities and TMT, identify the top customer service trends and explore how to develop a customer-centric approach.
The State of Customer Service in a Post-Pandemic World
In both the Utility and Telecom sectors, there has been a noticeable decrease in customer calls and a rise in digital interactions post-pandemic. Specifically in Telecom, there has been a noticeable shift in website usage and increased adoption of mobile apps for support. Wireless carriers stand out as leaders in the use of digital tools for CX. Wireless customers are more likely to first use a mobile app to ask a question or pay a bill versus calling for assistance.
How to Stay Ahead of Shifting Customer Expectations
Meeting your customer’s needs and shifting expectations can seem daunting, especially when top performers like Uber and Amazon set the standard with seamless and convenient customer experiences. One way organizations can stay ahead of the curve is by allowing customers to choose and customize their communication preferences, such as notification methods (call, email, or text), and giving customers the power to choose how they want to engage with the brand.
Which Technology Developments Have Made the Most Dramatic Impact on CX?
Many organizations are leveraging automation to enhance the customer experience in various ways, including:
- Phone systems: Businesses are streamlining automated phone calls by allowing customers to ask questions naturally, rather than selecting from a predetermined list of options.
- Messaging: Organizations are employing automation at the beginning of chat and text interactions. This helps to get these conversations started and direct customers to the correct member of the customer service team
These automated systems have proved effective in handling common inquiries and routine tasks; however, this has led to call centers fielding more complex questions. To successfully manage these challenging customer queries, call center representatives will require additional training.
Final Thoughts
With a plethora of options at their fingertips, customers are less likely to stay with a brand if their interaction has not met their expectations. Companies need to adapt to changing customer expectations to create loyalty from new and existing customers. By leveraging technological advancements and implementing preference centers and omnichannel environments, businesses can empower customers with the necessary tools for a smooth and seamless experience.
Listen to the episode below for insights into the cross-industry state of customer service today, and which organizations are setting the bar for excellent customer experiences.
No Comments Yet
Let us know what you think