How Customer Experience Trends Drastically Shifted in 2020

One experience can change your customer’s entire opinion of your brand. Why do these trends in customer experience matter? Continue reading if you want to meet your customer’s expectations with your service and support.

Why is it important to personalise your customer experience with data?

Customer service executive working at office

First of all, your customer’s behaviour has drastically changed in 2020. They now prefer to purchase from a company that knows who they are as well as their purchase history.

How can you deliver excellent experiences?

Get personal. In other words, start actively using your customer data in your interactions with your customers. You need to support your customer service agents to give a more dependable and tailored service. Additionally, your agents have to make your customers feel valued.

This is how you can improve your omnichannel with technology.

Customer service needs to deliver in omnichannel

Nowadays, your customers switch frequently between multiple communication channels and seek quick responses. So, what they expect is no less than high-quality customer service on all of your communication platforms.

Therefore, Artificial Intelligence (AI), Machine Learning and Automation are reported to greatly benefit you in 2020. If you adapt to this change, you will surely reduce the response time of your support team and boost your customers’ satisfaction.

Watch out for generic customer interactions.

It is alluring to choose an automated solution that does all the work for you. However, going digital does not mean less personality. Keep in mind that you should be where your customer needs you. Figure out where a human touch is needed to spice up the experience.

Which communication channels do your customers prefer?

Customer service needs to change because the customer has been impacted by the pandemic

The first thing to point out about social media interactions is that 37% of customers expect a response in 24 hours. This raises the standards of customer service.

As a result, live chats and chatbots are gaining popularity as communication channels. So much so that more businesses are including them to improve their customer service and support.

How you can benefit from Real-time Customer support?

When you respond to a complaint or solve an issue immediately, your customer is more likely to purchase something at the same moment. Overall, quick support boosts customer satisfaction and improves the experience. Which in due time, keeps customers coming back for more.

Customer Self-service is becoming a standard

Self-service multiple channels omnichannel

According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.

Which is why Gartner lists self-service as one of the top three priorities for customer service leaders in 2020.

Why your business can win with self-service?

Most customers want to solve problems quickly by themselves and get frustrated when their options are limited. Provide them with the tools to do so and make their search a pleasant experience. Moreover, your customer service agents can free up more time and pour their effort into issues that have urgent or complex solutions.