6 Customer Service Trends to Lookout for in 2023
Contributed Article by Manpreet Singh Chawla
The customer service industry is constantly evolving and
looking for the best way to serve customers efficiently. With customer
experience becoming more critical to today's business, new technologies are
emerging to help customer service stay ahead of the latest trends.
According to research from the Temkin Group, firms with
annual revenue of $1 billion are expected to generate an additional $700
million within three years if they invest in customer experience. The revenue
of SaaS companies is expected to increase by $1 billion.
These numbers make it abundantly clear that providing a
positive experience for consumers leads to increased revenue from those
customers. In fact, research shows that 86% of purchasers are prepared to spend
extra money for an exceptional client experience. Let's explore new customer
service trends in 2023.
Top Customer Service Trends to Lookout for in 2023
Omnichannel customer support is an integral part of delivering superior CX in today’s
digital world. The days of contacting brands through telephone and fax are long
gone. The most recent trends in customer care enable you to select your
preferred method of reaching a support representative - phone, email, live
chat, SMS, social media, etc.
Following the trend of omnichannel customer care, businesses
can build a seamless customer experience and achieve the highest levels of
- Omnichannel support ensures a consistent customer experience
across all touchpoints.
- Improved customer engagement can be achieved through
real-time support options such as voice and video chat.
- Personalized experiences can increase customer loyalty.
- Centralized management of interactions streamlines
operations and increases efficiency.
- Seamless communication between customers and support leads
to increased customer satisfaction.
Real-time co-browsing and video chat support
Advanced technology and new marketing methods give
opportunities to engage with people and make goods and services visible. What
if clients browse your website's services or price page before buying?
Video chat or live chat is the best technique to assist a
client through services and give real-time support. Real-time support for your
company's customer service trends is beneficial.
- Instant customer service
- Agent and customer save time
- Increases sales possibility
- Increases customer satisfaction
Automated AI chatbot support
One of the most noteworthy service marketing techniques is
the increasing usage of bots to manage large-scale customer care without human
intervention. The advent and continued growth of customer service bots or
chatbots enable businesses to offer round-the-clock support through automated
responses that immediately aid the customer in diagnosing the technical issue.
The most prominent benefit is that they relieve agents of
some of the incoming support tickets so that they can focus on more critical,
Bot-driven automation can surely close the gap in the
customer service hierarchy and guarantee value since 50% of consumers no longer
care whether they are speaking with people or AI-enabled assistants. These
easy-to-use chatbots are a cost-effective way to answer customers' typical
questions. Given their current growth report, CNBC predicts that chatbots
will reduce company costs by $8 billion by 2023.
As opposed to engaging with a customer support agent, 69% of
consumers want to address as many problems as possible via customer
self-service techniques. By providing customers with solutions to their
concerns, banks and credit unions may simplify interactions and enhance the
As customers seek more immersive ways to connect with
companies, augmented reality (AR) may become an increasingly important
component of self-service alternatives. More than 90% of consumers want
businesses to give self-service options, such as a call center knowledge base, product FAQs, tutorials, AI-powered chat and messaging, and
automated contact centers.
Automation helps consumers discover relevant information
without ever having to communicate with a person, thanks to natural language
processing and conversational intelligence improvements.
More personalized customer service
Given the quantity of personal data collected by companies,
it would be irresponsible not to use it. 71% of consumers expect personalized
interactions with companies after providing them with personal data. It
involves providing customers with the help options they find most convenient,
replying to their mail on an individual basis, and giving tailored
recommendations. In addition, it may include recognizing their noteworthy
accomplishments, distributing content pertinent to their needs, and enhancing
the usability of self-service portals.
Every channel in your service mix, such as the website,
social media platforms, email marketing, and help desk software, provides a
vast array of choices for personalizing the customer experience. The optimum
level of customization increases long-term customer loyalty and accelerates
Consumers have enjoyed proactive support for decades. With
automation on the horizon, team members proactively contact customers and give
assistance, which is why it will be a robust 2023 customer service trend.
Research conducted in the United States by InContact reveals
that 87% of people stated they welcome proactive business contact.
Proactive support helps avoid problems before they happen.
It also deals with any concerns before they get worse. This shows that the
company cares about its customers and helps keep them loyal. It is important
for a company to ask about any issues their customers may have and address them
Facts at a glance
- 59% of consumers are more concerned about customer service
in the post-pandemic era.
- 79% of organizations reported an increase in customer
loyalty, sales, and income after using automated chat.
- 61% of consumers would now switch to a rival after a single
Managing customer experience is a difficult endeavor that
requires a thorough understanding of the client's wants and expectations. In
recent years, it is not surprising that there has been a significant shift in
the behavior of both consumers and companies. If companies want to succeed,
they must invest in the right technology to deliver customer-focused
In 2023, CX will undergo significant changes. To meet the
ever-rising customer expectations, a number of companies need to implement new
technology, such as artificial intelligence, automated procedures, and a