We’re living in a digital era and most customers expect the best digital customer support from businesses. Digital customer support usually includes meeting and satisfying the needs of clients through digital channels. These can be through email messages, text messages, websites, social media, online chats, and more. Many companies and businesses today have already established digital customer support systems to help their customers with their queries and issues.
Digital channels help reduce the time needed by customers to wait for a response. Instead of having customers visit your business’s physical location; they can just fire off emails, text or chat messages and get a response relatively quick. The evolution of digital customer support is indeed a widely welcomed development today.
3 DIGITAL CUSTOMER SUPPORT TRENDS IN 2018
Where do customers usually turn to if they have issues with services and products? Options available today goes beyond the typical call center. Depending on what’s really useful and convenient, customers turn to digital channels and the rewards and benefits of digital customer support to businesses are also extremely vast.
The rapid shift from traditional customer service to digital customer support system has become widespread and popular. Self-service and automation not just creates a better customer experience but also helps the business in cutting costs.
If you are not yet investing on digital customer support, it’s high time that you do so. The following are just 3 of the many digital customer support trends to watch out for in 2018:
1: AI MAKES CUSTOMERS SUPPORT MORE EFFICIENT
Gone are the days of attending to customers’ needs and concerns by a customer support representative. Artificial intelligence is one of the biggest digital customer support trends that is expected to dominate the customer service field. AI continues to be highly accessible and due to AI, serving customers and delivering support has become more effective, easier and more achievable than ever.
2: 24/7 SELF SERVICE
Digital technology has actually paved the way to the possibility of communicating and engaging with brands and with people anytime, anywhere. But now, most customers expect more and that includes 24/7 real-time customer support. However, customers no longer want to talk to exhausted and sleepy call center agents at 2 am.
This is actually where digital customer support comes in. The 24/7 Self Service is now one of the biggest trends in customer support that companies and businesses need to watch out for. This will not be intrusive and it will enable businesses to distribute information and resources the smarter way.
3: SMARTER AND FASTER CHATBOTS
According to studies, customers expect brands or businesses to attend to their needs and respond to their inquiries in real time. But due to limitations in resources, immediate response isn’t always attainable. However, with smarter and faster chatbots, the digital customer support team can now automate responses and these automated responses can act as solutions to simple queries of customers.