Top Customer Service Trends for 2016

Customer experience is a critical part of success for businesses of all sizes. Thanks to increasing customer expectations and channels of communications, this year it will be more important than ever before.

You can set your business up for success by focusing on these top customer service trends for 2016.

Top Customer Service Trends for 2016

1. Omni-Channel

Let’s face it: traditional phone calls are just one of the many ways that customers are connecting with businesses today. In the coming year, customers will contact businesses in more ways than ever via instant chat, email, social media, mobile and SMS.

In order to deliver superior customer service, companies need to make it easy for customers to connect with them, using whatever method they prefer.  This means that your business needs to implement a cross-channel, user-friendly customer service experience.

2. Mobile

Mobile is an increasingly popular way for customers to communicate and engage with brands. Consumers are using smart phones to connect with you via social media, browse your website, explore your product offerings, and more.  Mobile enables businesses to deliver a more personalized and convenient experience. Make sure you take advantage of the smart phone revolution and make your website mobile-friendly.

3. Self-Service Tools

Gartner lists self-service as one of the top customer experience process projects by companies surveyed in 2015.  And it’s no surprise! No matter what industry you’re in, customers will always have questions.  Make it easy for them to find what they are looking for by putting a FAQ section on your website and creating blog posts that answer frequent customer questions.

By providing customers with an excellent self-service experience, businesses are able to dramatically increase sales and boost shoppers’ confidence.

4. Big Data

Big data is not new, but it will be more important than ever in 2016. When you invest in big data, you will uncover rich sources of new insight that are essential for improving the customer experience.

Big data gives companies the ability to collect a vast amount of data on consumers, their habits, interactions and individual preferences.  By analyzing this information and turning it into an actual strategy, you can provide a better experience for your customers and gain the advantage over your competition.

5. Social Media

The combination of social media and customer support is not a new concept, either; but with customer service expectations on the rise, brands are looking for more ways to provide a seamless customer experience across social channels.

Consumers often turn to social media as their go-to route for customer service interactions, hoping to get a quick response to solve their issue.  Brands can take advantage of this by monitoring mentions and analyzing negative comments.  Social media gives brands the opportunity to tackle customer issues and fix problems in a new innovative way.

These are just five of the many customer service trends you can expect to see this year.  Consider adding these strategies to your business action plan for this year and make 2016 your best year yet!