As businesses move into 2021 and prepare for the future, they must stay on top of all customer service trends that show up. Providing the best customer service at all times is imperative to growing a business and seeing more profits, even in 2021. There are a lot of great things that you can do to provide exceptional customer service, but if you want to focus on the five top customer service trends of 2021, take a look at what is considered important by customers below:
Focus on Agent Experience
Many companies recognize the importance of the customer experience and have fully embraced it. Agent experience is a missing piece of this puzzle and needs to be the focus more in 2021. When a company focuses on the customer experience without the agent experience, they are putting themselves at a disadvantage. When an agent is efficient, effective, and empowered, they will automatically improve the experience for the customer and help the business grow.
More Omnichannel Communication
Now is the time for all companies to adapt to omnichannel communication. This type of communication provides a unified experience for consumers through all channels, from phone to email and even social media. If your company can’t offer this kind of experience to the customer, you may be turning away potential customers without realizing it.
In 2021, be ready to focus on hyper-personalization when it comes to the customer experience. Data supports the idea that customers are looking for a friendly, efficient, and highly-personalized customer service experience each time. This is possible with the right tools and software in place. Some of the ways that a business can start adding more personalization to their customer experience include:
- Unify the data: Always make sure the customer data is easy for the customer service agents to access.
- Segment the customers and keep up with any changes that happen.
- Increase how usable all analytics are so you can utilize them for your customers.
- Use smart technologies to make this easier.
Focus on Efficiency
Efficiency in 2021 is all about having a system in place so that the customer service agent can achieve maximum productivity without any wasted effort. The way that your business does this is to provide all the software and tools for the agents to streamline their conversations with the customers. It not only helps the customer experience but also affects how much profit you can make. Inefficient customer service will lead to time wasted and customers who are not happy. Find ways to help your agents be successful at serving the customers.
Focus on Security
Data breaches are becoming more common all the time. Your company needs to put a higher focus on cybersecurity. Your customers want their data to be safe. if they feel that giving up any of their data to you is dangerous, they will choose to go with your competition. Focus more on security, so your customers feel safe working with you long-term.
About Endicott Call Centers
Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.
Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:
- Highly-trained, professional Agents & Receptionists
- Customized scripts
- Live agents 24 hours a day
- 100% US-based locations
- English & Spanish Speaking Agents
- HIPAA-compliant For Medical Support
- 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries.
- Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively
Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.