The world is changing rapidly, and it remains essential for companies to respond effectively with customer service. Especially in these turbulent times, it's vital to keep innovating and ensure that your customers remain loyal to your company.

If we look at the trends of recent years, we see much related to automation, personalisation, machine learning and omnichannel customer contact, as well as the ever-growing customer expectations. These trends will continue to evolve in 2021. Technology keeps advancing and customer expectations continue to rise. We present five key trends for customer service in 2021.

1. Growth in e-commerce presents new challenges

There was already an increase in online shopping, and we are now seeing more companies selling directly via social media channels like Instagram and WhatsApp. Additionally, online shopping has become the norm due to the coronavirus crisis. Last year, there was not only an increase in online shoppers, but also an increase in average spending. This growth in e-commerce places greater pressure on the entire chain: from logistics to customer service. And because many customer service staff now work from home and may continue to do so for some time, many companies have invested in technology over the past year to make this workable for everyone. Unfortunately, this is not yet seamless in many companies, so the focus will also be there for the coming year. 

Due to this growth, many companies will opt to outsource customer service. By hiring an external agency, many businesses can handle the enormous growth in e-commerce and ensure they remain accessible to their customers. 

2. Hyper-personalisation

Personalisation has been a trend for years. It has been shown that people are quicker to buy from companies that approach them personally. Especially after last year, there has been even more focus on this. As more people have to stay home and work from home, the importance of personal approach has become much greater. Personal contact with a human touch is that extra step rewarded by your customers. Fortunately, many companies can now record all customer data, making personalisation much easier. 

Think of personalisation not only in terms of marketing, such as showing offers based on interests, but also in terms of the customer service representative who knows your customer by name and asks the right questions. 

3. Communication via WhatsApp and Messenger

Omnichannel customer contact has been a trend for some time, and recently contact via WhatsApp and Messenger is increasingly preferred. Communication through WhatsApp is accessible, making contact with customers quickly personal. This positively contributes to a company's accessibility and provides the personal approach that many customers increasingly crave. 

The expectation is that communication via social media will continue to grow. Therefore, make sure your company is present on these channels if your target audience is there. 

It is essential to consider your customers' expectations. For example, think about response times on WhatsApp. While it is usually not a big deal to respond a day later on email, it is not done on WhatsApp. Additionally, it is important to maintain a consistent tone of voice across all your communication channels and ensure all employees have the same customer information. 

4. Greater focus on customer loyalty

This year there is even more emphasis on customer loyalty. Research has shown that attracting new customers costs about six times more than ensuring existing customers make a purchase from you. Moreover, existing customers spend on average 31% more than new customers! When a customer purchases something from you over a long period, the chances increase that he or she will recommend your company to others. It is much more economical to invest in your current customers. Therefore, ensure your customer service is always ready for your customers. Think of omnichannel customer contact, personal service and good accessibility. 

5. Crisis management: proactive communication

The coronavirus crisis has challenged the communication skills of many companies. Customers need reassurance, and it is essential to clearly communicate how the company is handling the coronavirus measures. What provisions are in place in-store? Can I pick up orders in-store? How are appointments arranged? What are the current opening times? The coronavirus crisis teaches us to be flexible and to respond proactively to what may come, so that you can quickly adapt. Think of the FAQs on the website and having phone scripts ready. Transparency is essential, so be proactive rather than reactive. 

How do you apply these trends in your company?

Companies that engage with their customers in a personal, transparent manner can count on loyal customers. Do you want to be sure of delivering optimal personal customer experiences across all channels in these uncertain times? Consider outsourcing your customer service or telephone answering service. 

Want to learn more about outsourcing your customer service? We are happy to help! Please feel free to contact us or download the brochure.