4 Key Customer Support Trends for the post COVID 2020

4 Key Customer Support Trends for the post COVID 2020

As the world slowly regains its momentum after being hit by COVID-19, the world has seen a pronounced shift to digital consumption and therefore business owners and executives are keeping an eye on the future of customer support solutions for this new normal.

Let’s see some important changes in the customer support industry that you should look to consider at the soonest. We will discuss 4 key customer support trends that are sure to increase in popularity for the rest of 2020 – and for years to come.

1. Less Phone Time, More Live Chat
   

   Dealing with COVID-19 situation, many companies are already transitioning away from customer support over the phone. There are good reasons for this transition. In many cases businesses lack the required infrastructure to provide a fully functional technical support workforce in the “Work From Home” arrangements. In addition, a live chat agent is able to address customer queries more efficiently as compared to a phone agent. One study found that 79% of consumers prefer live chat over other modes of communication because of the almost instantaneous response time it offers.

   For example, Netflix has decided to exclusively provide live chat and online support as against traditional call center services.

2. More Personalized Interactions
   

   In the new normal of providing remote customer support, video conferencing platforms such as Zoom, and Skype have gained immense popularity. As per the latest report by Market Watch, Zoom’s daily active users were up by 378% compared to the same period in the previous year. This is a clear indication of the fact that users are actively moving towards adapting to tools for video conferencing to replace face-to-face interactions.

3. Increased emphasis on Social Media
   

   In recent times it has become vital for businesses to maintain brand image on social media platforms such as Facebook, Twitter and LinkedIn. This has given rise to a need for establishing a robust customer support infrastructure.

   As a key aspect of enhancing their customer support strategies, we can expect more and more businesses to emphasize on social media interactions.

4. Assistance from Chatbots
   

   It is often observed that on an average customer support agent spends up to 90% of his time repeating answers to same questions and resolving them for customers. It’s no fun for the agent, and none of the customers like waiting in queue to speak to someone.

   This is where a chatbot can make a huge difference. Most bots can be programmed to handle routine transactions and basic customer support inquiries. As these bots take away some of the burden of basic level inquiries from live agents, those agents can take care of the interactions that requires escalation to the next level.

Associating with the Customer Support Experts
You can expect to see the 4 customer support trends discussed above grow in popularity over the next few years. Of course, each support solution requires that a few key components work together in order to achieve success. If you need assistance to develop and implement these key components to achieve best-in-class customer support program, reach out to our friendly team of experts at Aress Support to schedule a free consultation. We’d be happy to help you to set these support trends to grow your business.

About Kishor Kulkarni

Vice President - Business Development

A unique blend of Sales, Pre-Sales and technology consulting experience across domains and continents, increasing revenue, improving margin share and providing the best in class customer experience.

Few More from Kishor Kulkarni

• Contact-Centre-as-a-Service on the upswing
• Why POS Solution providers need 24x7 support?
• 5 Benefits of Outsourcing Your Cloud Setup to a MSP
• What are the benefits of outsourcing your eCommerce support to India?
• Why Customer Support is Essential to the Success of a Mobile App?
• Why your SAAS Product needs a good Customer Support Team?
• 5 reasons why you should look at moving to Virtual Private Server (VPS)
• Proactive Customer Support- Show your customers you Care!
• 5 Key trends of customer retention strategies in 2021
• 4 Best Practices to build your E-commerce Business’ Customer Service