Going into the New Year, businesses need to understand trends shifting their competition’s business and how consumers and clients engage with their vendors. In addition, with the landscape of customer service changing so much over the past few years, client expectations and the goals of the businesses that serve them are also changing.
Many of these trends are responses to the noticeable economic and social changes happening worldwide, while others have remained consistent over time. To help businesses catch up, we are going to lay out the following customer service trends to watch in 2023:
Let’s cover each, how they may change the customer service landscape in 2023, and how businesses can adapt and keep up.
Customer Service Trends: Consumers
Prioritize Customer Experience
More so than ever, consumers are putting experience over product and price, with 68% of customers willing to pay more for a product if it comes with excellent customer service. This sets the stage for some of the business trends we will lay out later in this article because it shows what clients and consumers are looking for when they enter a business relationship.
Having a quality product at a reasonable price isn’t enough; consumers want to know they will get the support they need if they need to learn how to use their new product or service, have an issue with it, or have questions. They also appreciate firms that go above and beyond with educational resources, reducing their need to reach out first and making implementation easier.
Customer Service Trends: Businesses
Still Focused on Growth
A surprising update from Gartner’s customer service research is that businesses prioritize growth despite the economic downturn. When asked what their priorities were, 68% of businesses said their number one priority was growing their business. This is an exciting prospect and means that these firms will be actively looking for ways to bring in more clients, even as those clients’ buying power is brought back to earth after a period of government stimulus and potent growth.
This means that businesses will benefit from growth vehicles that don’t require hefty marketing budgets or those that can help other aspects of their business so that they can make more dynamic use of funds that may be more restricted while the economy recovers.
Top Priority Is Refining Operations
Operational excellence is the next highest priority for businesses in the Gartner customer service trends study. This makes sense, as the growing desire from clients to have a great experience when buying a product opens up the opportunity to create growth through more customer-friendly operations. Businesses can improve their operations and grow their clientele at the same time by leveraging better customer service tools and frameworks. This is the most cost-effective way to do so.
By leveraging better customer service tools like CSM software platforms, businesses can refine their customer service operations to create the following outcomes for their clients:
- Faster response times
- More comprehensive and informative responses
- Proactive support to reduce the need for clients to go through the ticketing process
- Easy implementation
This increases the likelihood of repeat purchases, boosting the average lifetime value of each customer. It also gives businesses a better chance of earning referrals, one of the sales-driven companies’ most consistent growth forms.
As a result, utilizing cutting-edge CSM software platforms to increase growth and boost customer satisfaction is one of the best ways to adapt to customer service trends going into 2023.
Adapt to Customer Service Trends with Vivantio
While each of the benefits listed in this article works wonders for businesses, it won’t help if managers choose a platform that doesn’t offer all the necessary features. Vivantio offers a cutting-edge customer service software platform that provides everything listed and more, including:
- Endless integrations to make implementation easy
- Automatic ticket routing to ensure every ticket gets to the proper agent
- Workflow designer tool that allows managers to customize the framework of their CS operations without any technical knowledge required
- White label service portals so businesses can maintain a cohesive brand throughout the service process
- A holistic view of each client to ensure that no agent is left without vital information
For businesses looking to bring their customer experience into the modern age, Vivantio is a no-brainer option.
For more than two decades, Vivantio has been helping clients optimize their service organizations by leveraging a uniﬁed service management platform. To find out how Vivantio can help you adapt to customer service trends, contact our team today or register for a free demo.