Woman using a service-service kiosk

Customer Service Trends to Follow in 2023

In the past couple of years, companies have made remarkable strides in customer service. With a growing emphasis on personalization, businesses utilize customer data to offer tailored solutions that meet individual needs and preferences. Let’s review a few examples of how customer service trends are evolving.

Self-Service Option  

Customers often prefer to resolve queries or issues rather than wait for the assistance of a representative. This self-service option is a form of convenience and efficiency that is much appreciated. In addition to the user-friendly self-service kiosks we see more and more of at airports and retail stores, here are a few examples of how companies are implementing self-service to enhance their customer service:

  • Providing Access to Information: Interactive FAQs on their website allow customers to find answers to their questions without contacting customer support.
  • Using Chatbots: Chatbots can assist with basic inquiries and tasks, freeing up customer support agents to handle more complex issues.
  • Introducing Mobile Apps – Apps can help customers with self-service tools, such as tracking the status of their orders or making changes to their account information.
  • Using Social Media Communication – Social media channels allow customers to connect with companies and get help through direct messaging or public posts.

By offering these self-service options, companies can improve customer satisfaction and reduce the workload on their support teams.

Empathic Interactions

Empathy is a crucial element in customer service interaction. Empathy involves understanding the customer’s feelings and needs. Here are examples of how empathy is being demonstrated in customer service:

  • Active listening: Listening carefully and paying attention to tone and body language shows that a business values a customer’s feelings and are interested in helping them.
  • Respecting Customer’s Feelings: Even when customers are upset or frustrated, empathizing and acknowledging customers’ feelings makes them feel validated.
  • Seeing the Customer’s Perspective: Employees are trained to put themselves in the customer’s shoes and think about how they would feel, making it easier to empathize with them and provide a more personalized and effective solution.
  • Using positive language: Using positive language can help to diffuse tense situations and make the customer feel more comfortable. Instead of saying, “I can’t do that,” well-trained representatives say, “Let me see what I can do for you.”
  • Following up: After resolving a customer’s issue, employees follow up with them to ensure they are satisfied. Following up shows that the company cares about the customer experience and is committed to providing excellent service.

By demonstrating empathy in customer service, businesses build stronger relationships with customers and improve their overall experience.

Personalized Service

Recent research shows that over 90% of customers will repeat their business with a company that provides personalized service. That’s a staggering statistic! The hospitality industry is one of the most competitive industries, so personalized service is crucial for businesses to stand out. Personalized service is about creating a unique experience that caters to individual needs and preferences. This approach leads to increased customer satisfaction and customer loyalty. 

  • Knowing the Customer: Understanding customers’ preferences, needs, and expectations is vital if the goal is to know them. Companies can gain insights into what customers want and tailor their services accordingly by collecting and analyzing customer data, such as past purchases, communication preferences, and feedback.
  • Customizing the Experience – Companies provide personalized service by offering customized experiences. This can include personalized recommendations, customized menus, and tailored activities. For example, if a customer is celebrating a special occasion, such as a birthday or anniversary, businesses offer a personalized cake or special decorations to make their experience more memorable.
  • Tailoring Content – Technology can also play a significant role in providing personalized service. Businesses can use CRM software to track customer interactions and preferences. This can help them develop customized marketing campaigns and promotions. Chatbots and other digital tools can provide personalized responses to customer inquiries and feedback.

These trends in customer service — more customer-friendly self-service options, a higher level of empathy in all interactions, and the efforts made to get to know customers so they have a more personalized experience — are very encouraging. These trends indicate that many companies are dedicated to providing an exceptional customer experience. By understanding and responding to the evolving needs of their customers, successful companies are changing and growing with them. We’ll leave you with a quote that perfectly summarizes this point:

“Get to know your customers. Humanize them. Humanize yourself. It’s worth it.”

– Kristin Smaby

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Customer Service Institute of America