Since the beginning of the pandemic consumer behavior and customer experience have changed along with the service. People began to pay more attention to the service. Good service encourages people to be loyal to the brand.

As customer needs change, so do the way companies serve them. We have identified several important, in our opinion, trends that will be relevant in 2023.

Trend #1: Automation and Chatbots

Modern text communication technologies allow customers to receive comprehensive answers to their questions online, around the clock, and very quickly. Chatbots are one of the most popular and effective service automation solutions. They can chat with multiple users at the same time and give answers in a few seconds.

Chatbots can work based on programmed scripts and/or artificial intelligence. The former communicates using predefined responses. Chatbots based on AI can answer any questions, analyze dialogues, adjust communication for each person, and even understand the emotions of the client.

Trend #2: Hybrid customer service

It becomes important to understand and see the line when it is better for a client to communicate with a chatbot, and when it is impossible to do without the live participation of the operator. Especially now, customers have a strong need to connect with brands through human interaction.

 

To solve complex issues, customers still expect to communicate with a person, not a machine. According to Zendesk, 54% of customers say their biggest frustration with chatbots is the number of questions they have to answer before being connected to a human consultant. The 2023 challenge for companies is to get the right mix of technology and human service.

Trend #3: Omnichannel support

Customers contact the company through different channels. For example, email, website, social networks, or instant messengers. Wherever the client writes, he wants to get a quick and comprehensive answer.

According to Khoros, 62% of customers want to be able to interact with brands across multiple digital channels. It is important to note that text communications have become popular during the pandemic. People want to contact companies not only by phone but also through text messages. So it became crucial to have a good customer retention platform for omnichannel support.

Trend #4: Social networks as a channel for communication with the company

Research firm DataReportal, creative agency We are Social, and social media management platform Hootsuite estimates that the number of social media users is increasing to 4.55 billion, nearly 10% more than in 2020.

Not so long ago, social media moderation simply meant replies to comments. Now customers are sure that on Instagram or Facebook, they will also be promptly answered, as on the site or in the messenger.

Trend #5: Remote customer service

More and more companies are focusing on remote customer service. Today help desk operators can communicate with customers from anywhere with an internet connection. When evaluating work, viewing employee activity and call data, as well as listening to conversations, is an invaluable opportunity for managers. All this helps to control the work remotely.

Companies are actively implementing technologies and formats for remote interaction with customers. For example, video has become an excellent tool for demonstrating and selling goods and services, and this format also plays an important role in customer service – an employee can remotely see the situation in full and solve the client’s problem faster.

Trend #6. Efficiency and round-the-clock support

More and more companies are trying to automate after-hours service. Customer expectations are also rising, they are not ready to wait – the problem should be solved at the snap of a finger at any time. For companies that communicate with customers across multiple time zones, 24/7 support is an essential way to work.

Again, automation can provide round-the-clock support without the need to hire additional staff. Live chat, automated emails, chatbots – tools are available today that can help improve the service. A quick response at any time shows customers that the company cares about them.

Trend #7. Personal service

Thanks to a personalized approach to customers, you can establish close contact with them and increase loyalty. Companies that prioritized personalized customer experiences reported a 33% increase in customer loyalty and engagement, according to a survey by Forrester.

Here, of course, it is important to have a system that stores all customer data – basic and contact information, order history, and preferences – all this will enhance interaction and make it possible to provide personalized service.