“Customer is king” is one timeless cliche that every business will be reminded of, no matter how new or established it is. Enduring businesses are the way they are because they invest in data gathering, data entry, R&D, and analysis to understand their customers’ preferences. Every outsourced customer service expert would know this.
Any business that made it out alive in 2021 would understand that during the pandemic, customer preferences have evolved. They have a lower tolerance for hiccups in the customer experience and want quick and straightforward answers to their queries. What should customer service look like in 2022? Here are some hints.
Human Touch to Automated Services
Automation has proven effective in speeding up sales and customer services. But since most companies have already adopted this practice, 2022 will be all about retaining the human touch in automated services.
A custom response from a human customer service agent still beats an automated response that may not cater to the customer’s query at that moment. Automating inquiry response is undeniably efficient but having customer service on standby who can provide answers with a consultative approach will put your customers at ease.
Social Media Still a Main Customer Service Channel
2022 won’t be any different from 2021 in terms of heavy social media use for many customers. Facebook, Instagram, LinkedIn, and even YouTube – customers will resort to these channels for authentic customer reviews.
With this in mind, outsourced customer service experts will continue to polish their social media skills in order to better support and engage customers. Social media is also the ideal channel for building a loyal customer advocate base that you can count on when your brand goes into a crisis.
Omnichannel Experience Counts
Social media is the prevalent channel for customers but it doesn’t mean that it’s the only one. The customer can move from social media to e-commerce to physical store when browsing your products. It’s always good to cover your bases and ensure that your data is consistent across all touchpoints to improve customer experience.
Your customers will surely appreciate an omnichannel experience where they get to inquire about and see your products online and offline.
Customer-Centric Approach Essential to Outsourced Customer Service
In reality, all the trends listed above are just enhancements of the prevailing practices today. What’s important to remember is that customers’ preferences change and evolve unpredictably. You must learn to evolve with it if you want to retain them and attract more customers. It all starts with a competent outsourced customer service team that understands how your customers work – whether you are in the US or Australia. MCVO Talent Outsourcing Services understands this because as an outsourcing company in the Philippines, its team harnesses the Philippines’ consumer-driven culture to address customer concerns emphatically. Book a call to determine the best team for you.
