7 Trends in Customer Service to Watch in 2019

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps.

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…

1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world. As a result, more companies are doing less telling through text and more showing through interactive guides and customer service video content to get messages across.

Recent Posts

The Importance of Service Level Agreements in the B2B Industry

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.). This can mean guaranteeing servers will have 99.9% uptime for your product or that all customer service inquiries will be responded to within a 24-hour window.

The Top 5 Emerging B2B Customer Support KPIs

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center, measuring KPIs in the industry has been a hot topic. Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit.

The Value of Ticket Automation in Customer Success

We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.

Understanding the Net Promoter Score (NPS) and Customer Success

Companies will go to great lengths to find out what customers think about their business. From expensive surveys to focus groups and everything in-between, customer information traditionally isn’t obtained overnight or on a shoestring budget.

How to Maintain Accurate Customer Support Reports and Metrics

With more companies discovering the value of customer support, and how it’s now a profit center and no longer a cost center, company executives are placing a higher value on support metrics. Data is king in modern business, with more decisions being driven by analytics than ever before. 

The Importance of Task Management Solutions in Customer Support Software

Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single response by even your best agents.

Enhance Self-Service Portals with Efficient Workflows

Managing self-service portals can sometimes be a daunting task. Especially if you’re inheriting the work of others, finding a starting point for how to update your self-service content can feel like a major hurdle. Fortunately, we’re here to help! Here are some steps for creating efficient workflows for updating your self-service portals…

How to Choose Customer Interaction Management Solutions that Work

When it comes to customer interaction management (CIM), sometimes it can feel like every department has a seat at the table. Account management wants to know what support is saying, while sales is inquiring with both departments to see if there are any interactions that have upselling potential.

Flexible Support System: Creating Personalized Customer Experiences

Throughout our personal and professional lives, we experience elements of personalization on a daily basis. “Have it Your Way” is now more than just a catchy fast food slogan, it’s a way of living as we’re able to customize both mundane and large events in our lives. From brushing your teeth every day with a customizable smart toothbrush to a car that programs seats and mirrors at the push of a button, placing yourself in situations created just for you has never been easier.

 

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