As technology continues to evolve, so too does the way that customers interact with businesses. In this post, we will take a look at some of the most important customer service trends from the past year. If you want to stay ahead of the curve, then make sure to read this post!
Customer Expectations
Nowadays, customers are more demanding than ever when it comes to customer service. They expect a certain level of service, and if they don’t receive it, they will take their business elsewhere.
— When contacting a company, 66% of consumers say they expect to engage with someone immediately.
— 54% of consumers say they expect all experiences to be personalized.
— From a brand’s perspective, a company’s online conversion rate can improve by roughly 8% when they include personalized consumer experiences.
— 50% of customers say they don’t share their bad or good service experiences through social media, though.
— 66% of customers expect companies to understand their needs and expectations.
The Cost of Good & Bad Customer Service
In today’s competitive marketplace, providing excellent customer service is essential to success. Good and bad customer service can either make or break a business.
— 73% of business leaders report that there is a direct link between their customer service and overall business performance.
— If a company offers excellent customer service, 93% of customers are likely to make repeat purchases with the company.
— In addition, 78% of consumers will do business with a company again, even after a mistake.
— But after more than one bad experience, about 76% of consumers say they would rather do business with a competitor.
Choice of Communication Channels
When it comes to customer service, businesses have a variety of communication channels to choose from. In addition to traditional channels like phone and email, newer options like chatbots and social media have become popular.
— Today, 33% of consumers say that they would rather contact a company’s customer service on social media instead of by phone.
— 69% of customers are willing to interact with a chatbot for simple issues, although they are easily frustrated by the number of questions the chatbots ask.
— Millennials prefer live chat for customer service over every other communication channel.
— Video conferencing software for customer service is also on the rise. 70% customers prefer to use video calling during customer service interactions.
— 94% of customers rate video support as a positive experience.
The Impact of COVID-19 on Customer Service [In 2022]
The outbreak of COVID-19 has had a profound impact on the way we live and work. In particular, the pandemic has forced businesses to re-evaluate their approach to customer service.
— During the pandemic, many customer service teams were operating with a 33% reduction in staff.
— According to Cisco, agent turnover was one of the most significant problems for contact centers with a whopping 73% of contact center managers reporting high agent turnover.
— 32% of consumers were patient with brands that offered slow customer service during the pandemic.
— Meanwhile, 52% of customers stopped buying from a company all together due to delayed response times and sub-par communication during the pandemic.
3C Contact Services is one of the leading call centers in Toronto and the GTA. We offer a variety of integral customer services including live agent phone, email, and live chat services that help you grow your business. Contact us today to learn more.
