Customer Service in the Digital Age - Trends to look out for
According to Social Hospitality, there are three major trends in customer service in the digital age:
Keeping customers "in the know": Customers want to know everything at all times, and companies need to anticipate and provide every detail a customer could want. This means providing real-time updates, proactive communication, and transparency.
Tip: Flex your muscles - Show off your pest or landscape knowledge on the phone, empower yourself with more information and key terms so you are the most knowledgeable person on the phone. If you don’t have an answer right away, follow up when you do.
2. Personalized experiences and relationship management: Personalization is becoming increasingly important in the digital age, with customers expecting companies to deliver personalized interactions. This means tailoring the customer experience to each individual customer, using data and analytics to understand their preferences and needs.
Tip: Write helpful notes on a customer’s account. Usually there’s a place in your CRM to document any items. Remember their pet’s name, the team they root for or any other personal info that can spark a bond!
3. Empowering employees: In the digital age, companies need to empower their employees to provide excellent customer service. This means providing them with the tools and resources they need to do their jobs effectively, as well as training and support to help them succeed.
TIP: This one’s a no-brainer, it’s the reason we came up with AOPC in the first place, to empower, educate and inspire the customer service professionals who support offices day in and day out. Training that’s tailored exactly for the pest control and lawn care industries. Built and presented by the leading expert with decades of know- how and experience. A few hours of training is all you need.
Of course there are many other trends in customer service in the digital age include the use of advanced technologies like chatbots and artificial intelligence, the need for omni-channel support, and the importance of creating a seamless and enjoyable user experience. By staying on top of these trends and adapting to the changing needs of customers, businesses can build strong relationships with their customers and improve their bottom line.
