• Changing Customer Service Expectations

The Ever-Changing Customer Expectations And How To Keep Up With Them

The world we are living in is changing rapidly. Trends come and go. Developments that were unthinkable just a while ago are becoming feasible and all of this happens at an enormous speed.

 

 

 

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Humans living in a world like this must constantly adjust to these life circumstances. Their surrounding world has accelerated so much, people’s everyday lives are impacted too.

 

Narrowing it down to the core issue people are facing through the acceleration of life, there is a distinct lack of time apparent in our modern societies.

 

The internet enabled world allows us to connect with anyone at any given moment in time. If we wanted to, we could be active and work, chat or entertain ourselves 24h a day.

 

For this reason, we have grown accustomed to multitasking and taking care of many things at once while constantly reevaluating priorities and planning our time in the most efficient ways.

 

 

 

Addressing customers’ needs is key to success

 

 

To be able to understand our customers’ needs better, we only have to take a look at their everyday lives and at what speed they are operating. This will give us an important insight into their needs and potential stress factors.

 

Taking the view point of our customers and their constantly shifting focus when dealing with products and services into consideration will help us tremendously in creating more than satisfactory customer service processes and experiences.

 

Ultimately customer service is always about expectations. These expectations are shaped by customers’ prior experiences and the specific circumstances of their life situation.

 

As a business with a focus on good customer service, it is all about being able to address the personal needs of customers. If customers’ problems are solved with ease and beyond their expectations, they will experience a satisfying interaction. Not meeting these expectations leads to complaints and a bad customer experience most of the time. 

 

 

 

Customers want help right NOW and not in two days

 

 

Let’s take a look at an example of a customer journey:

 

During their limited time off, they are putting in the effort to order a product or service with the intention to create a positive impact in their lives.

 

After a couple of days have gone by it becomes apparent that the promised date of delivery will not be kept. This forces the customer to contact the customer service during work. While trying to get access to customer service, they find out that calling is not possible and after a bit of research stumble upon a contact email to send their complaint to.

Having sent their message, they receive an automated message stating that a customer agent will take care of them within 48 hours…

 

We can safely assume that this customer experience will have stirred up some uncomfortable emotions and the customer wouldn’t really feel taken care of.

 

Our instant private communication habits have let us to expect replies within minutes or even seconds. Speed has become a standard in our daily communications. The same is expected when reaching out to a business.

 

In addition to that there is always some kind of time pressure running in the background of the customers’ lives. If people want to live a fulfilling life and combine that with professional success, time is crucial. A business cutting into this time by delivering a mediocre customer service experience is not acceptable any more.

 

 

Customer service is the heart of any business

 

Being respectful and understanding of the customers’ needs is the base for any successful customer service strategy and probably even of your entire company.

 

To offer the best customer service possible, you always have to look at the whole customer journey. A well serving UX & UI, making any purchase as easy as possible, clear and precise communications and 24/7 availability for any requests are the core of any business endeavor.

 

 

 

The ever-changing customer expectations and how to keep up with them.Click To Tweet

 

 

 

While not every business might be able to cater to these needs on their own, newly emerging technologies are helping to bridge this gap. Automated chats and chatbots can take care of the needs and questions of your customers at any time during the day. Thereby eliminating long waiting times and helping to communicate clearly and openly with customers.

 

This is what a modern and constantly evolving customer support should look like. Combining close attention to the needs of your customers with the best technological solutions to create an even better customer experience. Thereby making sure to stay one step ahead of customers’ expectations.

 

 

Onlim’s chatbots are the perfect solution for you to take your customer service to the next level.

 

 

 

 

Read more about Chatbots & AI:

 

 

About the Author:

Stephanie is Digital Marketing Manager at Onlim. She holds a degree in International Economics & Business and her interests lie particularly within social media, content marketing, startups, new developments and everything that's happening online.
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