Good customer support is the cornerstone of every successful business in the world. Consumers are caring more about customer experience in the post COVID-19 world than they did before. Therefore, in 2021, there is very little to no room for error as far as customer experience is concerned. Your customer support will have to be nothing short of great if you want to stand out from your competition in 2021. Omnichannel engagement is on the rise and to help you take your customer support to next level, we will introduce you to 5 trends which are going to define excellent customer support this year.
1. Agent experience matters
It has been a long-standing tradition in the customer support services that the customer is always right, and they must always have a satisfactory experience. 2021 will shift the focus a little from the customer and shine the spotlight on the need for a great agent experience (AX). You are going to want to invest in software and platforms that take into account the AX. It only makes sense that in order for there to be a great customer experience (CX), there has to be a great AX. If the agent that is dealing with the customer is satisfied with their job, they will be able to assist the customer better. And happy customers are always good for business.
2. Omnichannel engagement is everything
If you are behind the curve on this aspect, then you need to adapt to this new wave sooner rather than later. You want your customer support team to operate seamlessly between different communication channels and platforms. You need to keep in mind that the customer is not going to contact you where and when it’s convenient for you. They are going to consider their convenience above all else, and you need to adapt to their expectations and demands. Seamless omnichannel engagement is imperative in 2021.
3. CEO meet social media
We live in the age of information. Customer service is one of the most crucial factors when it comes to having a happy customer base. The emphasis on CX means that omnichannel engagement is necessary, and a company’s CCO, CMO, and CXO are required to be actively involved to ensure that everything is running smoothly. The CEO of the company also needs to jump on board and address the loyal customer base via social media. It is a great way to show the customers that you care.
There was a time when cold and indifferent customer support was the norm, but times have changed now. Customers expect customer support to be efficient and friendly. They expect a touch of personalization which makes their experience more unique. This results in customer loyalty. Personalized and cordial interactions are the theme of 2021.
As we have mentioned earlier, AX is essential when dealing with omnichannel engagement to make sure that your customer support agents are adequately equipped to deal with the customers. You need to invest in software and tools that will make your service more efficient. 2021 is the year of efficiency with the right omnichannel engagement tools.