In the article, Customer Service Trends 2023, the focus is on the influence of AI tools evolving customer service and how to make smarter decisions while using it. The 7 trends discussed were forecast based on data from two different surveys and those combined with product usage data from existing customers. Customer services are under constant and rapid changes due to digitalization. As artificial intelligence (AI) is becoming a widely used tool to help companies towards more efficient customer service, it is also a tool to help save resources.
The 7 trends of the Customer Service 2023:
- Trend 1: Customer retention is priority #1
- Trend 2: From cost center to value-driven
- Trend 3: A growing appetite for sync
- Trend 4: In AI we trust
- Trend 5: Automation use cases are evolving
- Trend 6. CX (customer experience) powers more rewarding careers
- Trend 7: Work smart, not hard
“Customer service is not a cost center. It is an investment. In relationships. In engagement. In data.”
– Adrian Swinscoe, Author and CX Expert.
Due to difficult times and recession in the horizon the most beneficial way to companies today is to invest in their existing customers. According to the survey it is easier and cheaper to invest in personalized customer experiences and providing tailored services to the existing customer base than starting from the scratch with new customers. When in the need of help for developing your services, it is easier to ask for opinions and development suggestions from customers who are already acquainted with your products or services.
aI adds effectiviness
As digitalization takes more ground in the customer service field, the level and frequency of demands also arises. The more accessible the information is it feels like the quicker replies’ customers are expecting. This is where AI tools become helpful; to be able to respond quicker to the need of the customer whether it is a need of support, urgent information, or spontaneous online purchases. It is important that the communication with a chatbot is as humanlike as possible to guarantee flexible customer service experience. From a corporate point of view, for example, automating one or two customer issues via chat makes it possible to offer 24/7 customer support. It can also save the company “the equivalent of one headcount” (Bradford, M.), but also offer a channel for extra sales.
Communication is key
Omnichannel communication means that a company provides multiple ways for direct communication with their customers, for example: direct messaging via WhatsApp, email, chatbots, or old fashion phone calls. To provide personalized customer services there is a need for easy access connection, channels of communication between the customer and the service provider. Customers need to feel cared for, and what better way to give them that than being reachable and to respond in the proper and promised time limits. To maintain and develop customer relationships it is important to offer possibilities for an ongoing conversation and support. In addition to keep the lines open for the customers, it is also necessary and important for the company to get feedback and collect data from the customers.
conclusion
There are two things that especially caught my eye on this article: how to maintain and develop customer relationships with the help of using AI and how in the long run companies and service providers can save resources when making wise decisions in the shift to efficient use of AI tools and opportunities. Like it was stated in the survey, we should not make cuts that the customers are able to see, but to make the needed cuts in the background where it is not noticed from the outside, but it makes the work more efficient, flexible and it benefits the customers and the service providers by saving time and money.