Customer Service Trends For 2018

As the times change, so do the trends, in everything from clothes to diets to customer service. And your customers’ expectations will change as technology advances and new ideas are brought to light. If you want to continue to impress your customers, and keep them as customers, you need to adapt your style and policies to match the latest and greatest – in other words, today’s hottest trends.

Here are the biggest customer service trends we’re seeing in 2018.

Self-Service Is on The Rise

For the first time ever, we’re seeing a surge in the demand for customers to be able to serve themselves. Millennials have been raised in an age where they can get answers to their questions (about almost everything) instantly, thanks to the internet. To make this possible, many companies have developed thorough FAQ pages and even more extensive knowledge bases. These days, if one of your customers or potential customers can’t find the answers they need on your website, they’re likely to leave and not come back.

Customers Are Getting Smarter

While some people argue that technology is making everyone dumber, it’s safe to say that tech is making the consumer smarter. Customers are savvier than ever, and they know exactly how to manipulate companies to get what they want. No matter what, don’t ever underestimate your customers’ intelligence.

It can be dangerous to presume that you can pull the wool over your customer’s eyes these days – if you make them angry or offend them, they’re likely turn to social media to rat you out. Social proof is more important than ever, so go the extra mile and respond to reviews, even the negative ones.

Artificial Intelligence Is Taking Over

Chatbots and digital assistants have forever changed the way we serve customers. More and more companies are installing chatbots or other chatting capabilities on their websites and social media platforms to allow instant interaction with customers and leads. If things continue down this path, the demand for service through instant chat and digital assistants like Amazon’s Alexa will skyrocket over the next few years.

Customer Loyalty Will Be Driven by Personalization

With millennials taking over the consumer market, you have to be able to meet their demands or face the consequences. One of their most common demands is that they be treated like individuals, not numbers. Spam and generic messages simply will not do. If you use chatbots and chat services on your social media and website, you’ll need to carefully tailor the messages so they don’t sound like they’ve been copied and pasted and re-used to answer every question. Do you want to talk to a robot? Probably not. Neither do your customers.

Mobile-Friendly Is A Must

Finally, it’s important that you’re able to help your customers quickly and easily on mobile devices. As the use of desktop computers and laptops continues to decline, more customers expect easy access directly from their phone or tablet.

More than anything, customers want an effortless experience – they don’t want to spend time getting a problem solved. If you keep this in mind and keep your customers at the center of your long-term plans, you’ll be rewarded with loyal customers who know they can count on you to deal with whatever issues arise. Staying on top of the latest trends provides added value and further demonstrates that you’re willing to do what’s necessary to grow and improve.