Customer support is essential for every business. To be able to deliver customer delight, it is not just enough to do routine support tasks but also to keep up with the trends. As technology advances, customer support trends continue to evolve, and businesses must keep up with these to stay relevant and satisfy their customers at every chance they get.
Let’s explore the top customer support trends to watch in 2023.
Customer support trends#
In this section, we will discuss the most important customer support trends in 2023.
AI-powered chatbots#
AI-powered chatbots have become popular and their use is expected to continue growing in 2023. These chatbots use machine learning and natural language processing to provide fast and efficient customer support. They can handle simple queries, freeing up human agents to deal with more complex issues.
One of the benefits of using AI-powered chatbots is that they are available 24/7, which means that customers can get support anytime and any day - even outside of the business hours. Many companies have already implemented .
Personalization#
Personalization in customer support involves tailoring the support experience to each customer’s individual needs. This can include using the customer’s name, providing recommendations based on their previous interactions, and offering personalized promotions.
Personalization is becoming increasingly important in customer support, as customers expect companies to know them and their preferences. By providing personalized support, companies can improve customer satisfaction and loyalty.
Multi-channel support#
Multi-channel support involves providing customer support through various channels, including email, phone, social media, and chat. Customers are active on all communication channels and they want the flexibility to choose the channel that is most convenient for them.
One of the benefits of multi-channel support is that it allows customers to switch between channels instantly without missing context. This improves the customer experience and reduces frustration as they don’t have to repeat themselves each time.
Social media support#
This involves providing customer support across social channels. This trend is expected to continue growing in 2023, as more customers turn to social media to contact companies.
Social media also provides a public forum for customer support, which can improve transparency and trust. Many companies have already implemented social media support, including Southwest Airlines and Airbnb.
Self-service support#
This involves providing customers with the tools and resources that they require to solve their issues independently without any agent intervention. This can include FAQs, tutorials, and knowledge bases.
By providing self-service support, companies can reduce the volume of support requests, help agents focus on more critical issues, and it is available 24/7
Video support#
Video support involves providing customer support through video, either live or pre-recorded. This trend is expected to continue growing in 2023, as more customers turn to video for information and support.
One of the benefits of video support is that it allows companies to provide visual demonstrations, which can be especially helpful for technical issues. Video support can also be more engaging than other forms of support, which can improve the customer experience. Many companies have already implemented video support, including Apple and GoPro.
Augmented reality support#
Augmented reality (AR) support involves providing customer support through AR technology, which overlays digital information onto the physical world.
AR support allows companies to provide visual support in real-time. For example, a customer can use their smartphone to show a support agent a problem they are experiencing, and the agent can use AR technology to overlay digital information onto the customer’s screen to help solve the issue. Many companies have already started experimenting with AR support, including IKEA and L’Oreal.
Mobile support#
Mobile support involves providing customer support through mobile devices, such as smartphones and tablets. As more customers use mobile devices to access the internet and contact companies, and mobile support comes in handy while resolving customer issues instantly.
One of the benefits of mobile support is that it allows customers to get support on-the-go and companies like Uber and Airbnb have already implemented it.
Omnichannel support#
Omnichannel support involves providing a seamless customer support experience across all channels and devices. This trend is expected to continue growing in 2023, as customers expect a consistent experience, regardless of how they contact a company.
Voice support#
Voice support involves providing customer support through voice-enabled devices, such as smart speakers and virtual assistants. This trend is expected to continue growing in 2023, as more customers use these devices to interact with companies.
Proactive support#
Proactive support involves anticipating and addressing customer issues before they become problems. This can include sending proactive notifications, offering proactive solutions, and monitoring customer behavior.
Proactive support makes customers feel like the company is looking out for their best interests which increases their loyalty. Many companies have already implemented proactive support, including Netflix and Amazon.
Social listening#
This refers to understanding customer feedback and sentiments across social media handles and utlizing that information to optimize customer experience.
Social listening allows companies to identify and address customer issues quickly, which can improve customer satisfaction and loyalty. Many companies have already implemented social listening, including Coca-Cola and McDonald’s.
Virtual support#
Virtual support involves providing customer support through virtual reality (VR) or other immersive technologies.
Virtual support enables companies to provide an immersive and engaging support experience. For example, a customer can use VR technology to interact with a support agent in a virtual environment. Many companies have already started experimenting with virtual support, including Mercedes-Benz and Marriott.
Data-driven support#
Data-driven support involves using customer data to improve the customer experience. This includes analyzing customer feedback and their behavior to anticipate issues, and using predictive analytics to offer personalized solutions.
Data-driven support allows companies to provide a personalized support experience. Many companies have already implemented data-driven support, including Netflix and Spotify.
On-demand support#
On-demand support involves providing customer support whenever and wherever the customer needs it. This trend is expected to continue growing in 2023, as customers expect instant support.
On-demand support allows companies to provide support in real-time and many companies have already implemented on-demand support.
24/7 support#
24/7 support involves providing customer support around the clock, every day of the week. This trend is becoming increasingly important, as customers expect support to be available whenever they need it.
One of the benefits of 24/7 support is that it allows companies to provide support to customers in different time zones and regions.
Challenges of customer support trends#
While the customer support trends discussed above offer many benefits, implementing them can also present challenges. Some of the most common challenges include:
- Cost: Implementing new technologies and support channels can be expensive, which can be a barrier for smaller companies.
- Complexity: New technologies and support channels can be complex to implement and maintain, which can be a challenge for companies with limited resources.
- Training: Providing support through new channels and technologies requires specialized training.
- Integration: Integrating new technologies and support channels with existing systems can be challenging, especially for companies with complex IT infrastructures.
To overcome these challenges, companies can:
- Start small: Implementing new technologies and support channels gradually can help reduce costs and complexity.
- Outsource: Outsourcing support to third-party providers can help reduce the burden on internal resources and provide specialized expertise.
- Provide training: Providing comprehensive training to support agents and other staff can help ensure that they are prepared to provide support through new channels and technologies.
- Use APIs: Using application programming interfaces (APIs) can help simplify integration with existing systems and reduce complexity.
Future of customer support#
There are several new trends to watch out for in the customer support space.
These include:
- AI-powered voice support: AI-powered virtual assistants and voice-enabled devices are gaining popularity.
- Blockchain-based support: Blockchain technology has the potential to improve the security and transparency of customer support interactions.
- Augmented reality glasses: Augmented reality glasses, such as those being developed by companies like Google and Microsoft, could revolutionize the way support agents interact with customers.
- Emotion-sensing technology: Emotion-sensing technology, such as facial recognition software and voice analysis, could help support agents better understand and address customers’ emotions.
Conclusion#
Staying up-to-date on customer support trends is essential to provide exceptional customer support. By implementing the trends discussed in this article, companies can improve customer satisfaction, loyalty, and retention.
