![]() The first quarter of 2018 is already underway, and there are a lot of pieces on the “Top (insert subject here) Trends To Watch Out For This 2018”. Even the customer care support scene isn’t safe from these at all. Publications like Business News Daily and Business 2 Community have released their own versions of top customer service trends for the year. They're always worth the read, though--even if they keep churning them out every single year. Times are always a-changing, so it's important to keep yourself updated so you can keep up with the flow of the industry. There are a few things that stick out in the trend articles on customer service, one of them being: The Growing Significance of Chat It's hard to deny that using live chat customer support on websites is a great boon for businesses. It a much more convenient alternative for people who don't have the time to wait for email replies. It can solve customer issues in a lesser amount of time. And like emails, chat solves the problem of miscommunication that often arises in voice support. It's no surprise that more companies have begun to embrace this for their customer services. They have to watch out for potential pitfalls, however. As live chat becomes more popular, so will the use of chat bots. Artificial intelligence can be helpful in letting support agents deal with harder problems while the bots handle simpler queries. Depending solely on them is a dangerous practice which some companies still do. While it does save them money for them. Another customer service trend you should take note of is: ![]() The Popularity of Social Media and Messaging apps If you don't have, at the very least, a business page on Facebook, you are missing out on so many opportunities, my friend. I mean, it's 2018 already! Virtually everyone and their mother has a social media profile--or several. There are plenty of brands today that do most of their marketing or even set up shop only on social media. While effective for some, it doesn't mean you don't need to have a website anymore. Instead, you can complement your site with social media. You'll be able to reach more people this way. According to Forbes Magazine, lot of customers expect companies to provide support on social media. And there are also those who only use, or prefer, to use only social media to contact businesses. It'll definitely help you out if you have support teams dedicated to your website chat and your social media accounts. Messaging applications like Facebook Messenger, Viber, and Line can be used as another live chat channel like your website's. People use mobiles more than they do desktops, so you'd best provide them with a more convenient way of contacting your business. Annual top trends lists aren't so bad. There's always something new to learn every year. As people who make a living in the online world as customer support providers, we should always keep ourselves in the know.
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