When it comes to customer service, it is always a good idea to stay one step ahead of your competitors, ideally by adapting to new trends before they even arrive. For this reason, it is essential to keep up to date with current developments and find out what clients' expectations are. Here are four key things modern customers demand from customer care.
Preventing problems
According to the SalesForce blog, clients expect your customer service to be automated to some degree and to be able to intervene preemptively before any problems or requests arise. Customer service, in other words, should be able to anticipate what a client will need before that situation arises.
Automation
Surveys show that clients expect customer service systems to work automatically, at least to some extent, and not require manual intervention by either the client or the company's staff. Of course, this trend is also supported by the development of artificial intelligence, but it should only be a complement to the client care system and should not prevent customers from communicating with a real, live company representative.
Quick response
Time is more valuable today than ever before. Clients do not want to wait days for a response. Ideal customer service responds in minutes, not hours. If your team communicates so quickly that the customer does not even have time to think about the competition, you are on the right track.
Personalization
No one wants to be just a number on a spreadsheet. Customers expect you to know them by name, to know what they've ordered from you, and to be able to offer them a tailored solution. Automation is a great thing, but personalisation is what makes an impression and what will make your customers loyal.
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