In today’s highly competitive business landscape, providing excellent customer service is critical for success. As customer expectations continue to evolve, and as technology continues to rise in importance in our everyday lives, it’s essential to stay up-to-date on the latest customer service trends and statistics and make sure that you’re offering top-notch service that aligns with their wants and needs.
Here are the top 10 essential customer service statistics and trends for 2023.
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Personalization is Key
Customers expect personalized experiences. According to a study by Epsilon, 80% of consumers are more likely to do business with a company that provides personalized experiences. This means that companies need to leverage customer data to provide tailored experiences that meet individual customer needs. -
Self-Service Will Continue to Grow
Customers prefer self-service options that allow them to find the information they need quickly and efficiently. According to a survey by Zendesk, 67% of customers prefer self-service over speaking to a customer service representative. Companies need to invest in self-service options like knowledge bases, chatbots, and online forums.
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Mobile Support is Essential
More customers are using mobile devices to access customer service. According to a study by Forrester, 63% of customers use mobile devices to seek customer service. Companies need to invest in mobile-optimized websites, apps, and chatbots to provide seamless mobile customer service experiences.
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Social Media is a Customer Service Channel
Social media is an essential customer service channel, and companies need to have a strong social media presence to engage with customers. According to a study by Hootsuite, 63% of customers expect companies to provide customer service through social media.
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AI Will Play a Bigger Role in Customer Service
Artificial intelligence (AI) is transforming customer service. According to a study by Gartner, by 2023, 40% of customer service tasks will be handled by AI. Companies need to invest in AI-powered chatbots and virtual assistants to provide fast, accurate, and personalized customer service. We’ll just live in sweet ignorance and tune out Elon Musk’s warnings about AI taking over humanity. Kidding. (Actually, we’re not kidding.)
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Video Support Will Grow in Popularity
Video support is becoming increasingly popular with customers. According to a survey by HubSpot, 54% of customers prefer video support over other communication channels. Companies need to invest in video support options like video chat, tutorials, and webinars.
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Customer Feedback is Essential
Customer feedback is critical for improving customer service. According to a study by Salesforce, 84% of customers trust online reviews as much as personal recommendations. Companies need to actively solicit feedback from customers through surveys, feedback forms, and social media.
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Omnichannel Support is a Must
Customers expect seamless support across multiple channels. According to a study by Microsoft, 66% of customers use an average of three different communication channels to contact customer service. Companies need to invest in an omnichannel customer service strategy to provide a seamless customer experience.
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Proactive Support is Becoming the Norm
Gone are the days of sitting on hold for hours on end, trying to reach a customer service representative. Proactive support is becoming more common, with companies anticipating customer needs and resolving issues before they become problems. According to a study by Accenture, 73% of customers prefer companies that use data to personalize experiences and anticipate needs.
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Employee Engagement is Critical
Employee engagement is essential for delivering excellent customer service. According to a study by Gallup, engaged employees are 21% more productive and 59% less likely to turn over. Companies need to invest in employee training and development to improve engagement and provide better customer service.
In conclusion, companies that prioritize customer service and stay on top of the latest trends and statistics will be well-positioned for success in 2023 and beyond. SpectrumVoIP has been the leader in the VoIP industry in customer service since 2004. To find out how SpectrumVoIP can help your business improve communication, visit us here.