When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it?
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.
When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care”, “customer support”, and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them).
One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. New software versions are being pushed live, with innovative features rolling out the door on a regular basis. But, with all these changes, problems can and will arise that require the attention of your customer team.
Competing in the business world can create excitement. Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.
Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties. Problems can still arise, but customers are more likely to be patient with businesses that they like and trust. Every interaction a business has with a customer shapes the attitude the customer has towards that business, even if it seems like an inconsequential instance. Businesses can control many aspects of their relationships with customers, but the one thing they cannot control is the customers themselves.
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.
In the business world, catch phrases come and go. Remember when “the net” was a thing? Running to your desk to grab a spreadsheet from “the net” was once a common task, but if you told an intern this right now they’d probably just give you a blank look!
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