Never before in human history have things changed as fast as they do right now. Technology has created an incredibly rapidly changing environment especially for businesses and the like. If you want your company to succeed, you are going to have to look into the various ways in which you can make your customer support reflect the changes that have occurred in the industry.
#1. Instant Gratification
This is becoming increasingly obvious as time goes by. The fact of the matter is that people are becoming less and less willing to wait for something to happen, technology has made it so that instant gratification is not just possible, it has become a requirement in a great many situations. The fact of the matter is that if you truly want to be able to keep up with customer demand, you are going to have to figure out a way to respond to them with the utmost immediacy, otherwise you are going to end up losing a lot of customers.
#2. More Accuracy Demanded
People are no longer willing to deal with a lack of accuracy. Everyone knows that pretty much all of the information in the world is right there, available at your fingertips. Hence, there is more pressure on your CSRs and the like to get things right the first time around. While this means that you are going to have to train your CSRs to a greater extent, it also means that your CSRs are going to have an easier time finding the information that they need in order to satisfy your customers and have them back on their way in no time.
#3. Customers Are More Self Reliant
This is actually something that the modern era of the customer support industry has made easier for you in a lot of ways. The fact of the matter is that most of your customers are going to be able to handle things on their own if they are given access to some kind of knowledge bank or FAQ page. A lot of the calls that customers used to make were useless and would mostly just be a waste of your time. Now, however, you will find that these very customers can just take care of things on their own, leaving your CSRs to focus on the things that truly matter.
#4. Preference of Live Chat Over Phone Calls
Phone calls were once pretty much the only way that someone could get access to a customer support representative. Now, however, people prefer using the live chat option because it is easier to communicate in that manner. If you want your live chat to service as many customers as possible and that too in the best way, it is highly recommended that you look into getting a customer service software. Kayako offers one that is truly phenomenal in every single way!
#5. 24/7 Service Expected
You are going to have to start hiring multiple employees and have them work shifts all throughout the day, because you never know when a customer might end up calling you with a complaint. You need to be able to give your customers exactly what they need without having to worry about them calling in and not having anyone there to answer their query. Just remember that your CSRs have lives to, you can’t expect them to work incredibly long hours because this would be unfair to them, and it would also make it difficult for them to do their job to the fullest extent of their abilities.
#6. Preference For Organic Communication
Customers are no longer going to be willing to listen to scripted responses and the like. Indeed, they are going to be thoroughly annoyed if they here anything that sounds scripted, so what you are going to have to do is teach all of your CSRs to start speaking in a more realistic and believable manner, a manner that is more improvisational and conversational rather than something that sounds rehearsed.