The customer service that a company provides is one of the most important things they can focus on. Every year, companies nationwide lose billions of dollars due to poor customer service tactics. That’s why it is so important to partner with a call center that is an expert in customer service to ensure your customers all have a positive experience. Companies that do not focus on improving their customer experience in 2021 will be left behind by their competitors in a big way.
In today’s ever-evolving world, to succeed, you must stay on top of the trends and technology to provide excellent customer service to your clients. Here are ten of the top trends for customer service call center tips to know in 2021 that will help propel your business to the next level.
- Personalization makes all the difference
A personal touch is a great way to let clients know that they are important and valued. When interacting with a client, use their name and show you’re listening by repeating their concerns. Doing this will encourage your customers to tell others about their positive experience.
- Let your clients hold the power
When there are too many restrictions or company policies in place, it is difficult for the customer service call center to go above and beyond to resolve issues. Make sure to leave room for flexibility, so your clients can reach the solutions they need.
- Your tone says more than you realize
Whether through written communication or over the phone, it’s important to be aware of the tone your words are carrying. A good rule of thumb is to ask yourself, “How would I receive this message?” The old adage that says people can hear a smile over the phone is absolutely true.
- Automation should be used where it makes sense
The best customer service call centers offer a combination of automated systems and human touch to achieve the ideal balance when interacting with clients.
- Production-line customer service is out
Have you ever contacted a company, navigated your way through their system, and confirmed certain information only to be asked to confirm the same information once reaching an actual person? Frustrating, right? Make sure to use software that allows for collaboration to avoid clients having to repeat any information. This ensures the process will go much more smoothly.
- Create a specific process for customer service via social media
With such a large percentage of the population communicating through social media, it is vital to develop a streamlined & convenient customer service process for people to follow.
- IVR & automation technology is advancing
Currently, AI is only equipped to take on standard inquiries, but soon will become more interactive and responsive, resulting in a better customer service experience. This will not eliminate the need for human agents; it will simply streamline and improve the overall experience.
- Real-time reporting is key
Reports and feedback given in real-time are the most effective way to correct any problems and improve customer service interaction moving forward.
- Omnichannel contact centers are superior
Clients that call in are all looking for two things – convenience and a solution. To provide both, a key customer service call center tip is to offer various channels of communication for clients to choose what is best for them in a given moment.
- Cloud-based call centers are on the rise
Customer service call centers that have made the switch to cloud-based operations can offer their clients much more variety, and customization than standard call centers are equipped to offer.
Global Response works to stay at the forefront of industry trends and technology advancements to ensure we can deliver the best customer service experience. We are aware of the evolving technology and continuously focus on improving the experience for their clients.
For more customer service call center tips that can help your business, check out the rest of the Global Response website for a breakdown of all the most up-to-date services and technologies being offered.