Customer service is the backbone of every industry. Ignoring it is a grave error. Regardless of who your client base may be or what product or service you offer, your communication and treatment of customers can make or break your entire business. After all, it’s 2022. Modern consumers have plenty of choices! They are also vocal about their customer support experiences, and deeply trusting of online and first-person reviews.
If you want to offer your clients the best possible experience, it’s ideal to stay on top of the latest customer service trends. You’ll be able to see which direction the customer service industry is heading and learn how to keep up. We’ve listed some of the most important trends of 2022 in this article—and we expect that they will remain important to the industry well beyond this year.
What Is Customer Service?
According to Oxford Languages, customer service is defined as “the assistance and advice provided by a company to those people who buy or use its products or services.”
While this definition is accurate, anybody who handles customer support and communication for a company knows that in the real world, customer service is more complex than those 19 words convey. Customer service is all about making all of your clients feel seen, heard, and safe with your brand. The services involved in providing this feeling can span dozens of important facets, like face-to-face interactions in stores, escalating calls to services during emergencies, and responding to all inquiries within a swift time frame don’t forget those direct messages via social media! It also encompasses important jobs like data storage and security and making enrollments and bookings.
The Biggest Customer Service Trends of 2022
Ready to optimize your brand’s customer service? Pay attention to the latest trends. Here are some of the biggest ones this year.
- Open Availability
Thanks to technology and social media, we live in a world of constant contact and connection. We are connected across the globe, not only outside our own back doors. It’s normal for somebody to invest in products or services from another state or country. These are only some of the reasons that 24-7 contact is such a significant trend in the customer service industry. With round-the-clock support, there’s no chance of customer needs falling through the cracks, regardless of time zone or day of the week.
- Live Agent Support
If your company relies solely on automated customer support, you’re missing out on one of the biggest business trends out there. Live agent support is a game-changer when it comes to customer service. While automated answering services have their place in a customer support center, successful businesses know that it’s not always the appropriate option. For more complex inquiries or client issues, live agents are the best option. Not only will they ensure that your customers feel heard, but live agents may also facilitate quicker resolutions.
- Modern Tech
In 2022, one of the biggest trends of the year is simply to make use of everything available to us. If you aren’t moving with the times and using the incredible modern tech available at your fingertips, you are practically handing your customers to your competitors who do!
Tech has had an enormous impact on the customer service industry. The days of paper files and Rolodexes are long gone. Today, successful call centers rely on ultra-modern customer management system (CMS) software to streamline their communication, data storage, enrollments, and more.
- On-Brand Customer Service
Branding is key to success—and that goes much further than your website and social media. However, many companies miss that memo when it comes to their customer service center. That’s why one of the most important customer service trends is to keep your customer service experience consistent with your overall branding.
Let’s say your company is a relaxing spa where clients enjoy a serene environment and tranquil, helpful staff. If they call you to book an appointment, buy a gift card or make a special request, they will expect the same treatment as they’ve experienced at your spa. Meeting your customers with heavy metal hold music and rude service would be extremely jarring for them—it could put them off your spa for good, even if they enjoyed their previous treatments.
What’s the best way to ensure your company is aligned with your values? Ensure that your customer service team is trained on your business ethos, verbiage, and overall brand image. Many companies use customized scripts to help.
Why Are Call Centers Booming?
We believe that the easiest and best way to ensure top-notch customer service is by outsourcing it. By incorporating a business process outsourcing (BPO) call center into your business plan, your company can rest assured that your clients are receiving the best customer service, which aligns with the industry’s most important trends. A good call center can provide everything you need to offer great customer service without asking your internal team to change a thing. Instead, your BPO service will become an extension of your business. Your team will learn everything about your branding, mission, and values so they can handle every aspect of customer communication and support.
While there are many excellent call center services across the US, one rises above the rest: TeleDirect. With over 20 years of experience in the customer service industry, TeleDirect offers businesses everything they need to provide top-notch customer service: live agents, an excellent CMS platform, airtight security, reservation services, lead response management, and more. Regardless of your industry or company size, TeleDirect offers fully scalable customer service and calling center solutions that will help you increase your bottom line. Call (800) 776-1081 today to discuss your needs and receive a personalized quote.
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