5 trends shaping customer service in the UK
In today’s ever-evolving world, customer service isn't just about resolving issues - it's about building relationships and exceeding expectations to provide an exceptional experience.
Not only does this lead to better customer retention and boosted satisfaction, but it can result in higher profitability and business growth too.
As a leading provider of outsourced customer contact management for businesses across the UK, we understand the importance of staying ahead of the curve when it comes to customer service.
So, in this article, we’re delving into five key trends currently shaping the landscape of customer service in the UK.
1. Consistent omni-channel experiences
Gone are the days when customer interactions were limited to phone calls.
Today, customers expect seamless experiences across multiple channels, including telephone, email, social media, messaging app and web/live chat.
The Call Centre Management Association’s (CCMA) recent report - ‘The UK Contact Centre Outsourcing Report’ - outlines that there’s rapid growth of webchat and instant messaging, with 11% of British businesses indicating that they’re deploying this ‘virtual universe’ in some way.
Customers are often looking for different things when it comes to customer service - whether that’s convenience, engagement or speed. They want a choice when interacting with organisations so they can select the communication means which best meets their needs.
Businesses need to ensure they’re using multiple channels effectively, including digital, to provide a consistent and convenient experience.
Here at OpenContact, we provide comprehensive outsourced omni- or multi-channel customer support to help our clients meet their customers’ needs. In addition, we always ensure our responses are on brand and fit with our clients’ tone and image.
As well as creating a consistent experience for customers, this also fosters stronger connections and loyalty between your brand and your customers.
2. Personalisation
Personalisation has become somewhat of a buzzword in customer service!
In an era of data-driven insights, many customers now want personalised experiences tailored to their preferences and past interactions.
By leveraging advanced analytics and technologies, businesses can document customer data and use this information to cater to their needs and deliver targeted, relevant support.
This could be by using the name of a returning customer, communicating with them through their preferred channels or even providing personalised product recommendations.
Many have discovered that more personalised interactions lead to boosted customer satisfaction and retention.
3. AI-powered automation
AI and automation have certainly been making waves in customer service recently.
Experiments with AI-powered chatbots and virtual assistants have found that new technologies can help to streamline processes and improve efficiencies, freeing up human agents to focus on more complex tasks.
In the aforementioned CCMA report, industry leaders believe the demand for AI is one of the biggest trends to watch.
However, research has also shown that the public can be wary of AI and seek out brands which retain human customer services.
This is why we believe the human touch still comes out on top…
4. Human-to-human experiences
Despite the growth of AI, research shows that human-to-human experiences are still preferred by most customers.
A recent article from Contact Centres outlines that “a human touchpoint is still the champion of customer service.” The article reveals that 37% of SMEs in the UK list human-to-human voice calls as their customers’ preferred method of communication – in front of emails and web chats.
Also, 84% of the SME leaders surveyed revealed that they believe good customer service over the phone could support business growth.
This is also reflected in what consumers want. The same research shows that over a third of Brits say direct phone calls are “their preferred means of communication with businesses,” with over 90% considering it important to be able to easily call a business’s customer service line.
While the digital age is well and truly upon us – and the development of AI is progressing rapidly – the human touch cannot yet be replaced, and human interaction is most definitely here to stay in the customer service world.
5. Knowledgeable customer service professionals
In a time when customers are more informed than ever, having customer service professionals with a comprehensive understanding of a product or service is essential.
Customer service providers are intended to be trusted advisors who guide customers through complex issues and provide valuable insights. Ensuring your agents have the knowledge they need to effectively handle customer interactions will be incredibly beneficial for brand reputation and customer experience.
Here at OpenContact, we prioritise training to ensure our customer service professionals have the knowledge they need.
On top of a comprehensive training programme delivered by a dedicated team, we enable our team to witness our clients’ business first-hand so they have tangible experience to draw on when supporting customers.
For example, forest adventure course Go Ape! appointed us to deliver their customer service - so our agents have enjoyed the Go Ape! experience themselves before handling any calls.
This enables them to relate to and understand their customers – and their customers can be reassured they are talking to a knowledgeable advisor.
Are you seeking outsourced customer service support?
If you’re looking to outsource your customer contact management, we can help.
We provide a wide range of services which can be tailored to your needs, whether you require total customer contact management, inbound call handling, seasonal overflow support or more.
Get in touch today to find out more.