2023 is upon us, and we must be prepared for an ever-changing market that has been exacerbated by the downturn.
Therefore, let's jump right to the 5 winning customer service strategies for 2023. These strategies will help you reach your goals, grow, and innovate quicker than the Chinese New Year animal - the speedy rabbit.
If you have already established your brand’s name on the market, and you have properly defined your product or service, it’s time to check your customer journey. Observe what's working and what's not. Reiterate your customer service strategy to ensure your target is not just a dream.
2023 winning customer service experience
#1 Provide Personalized Support
Demand for personalization is on the rise as over 60% of customers shared that a brand will lose them if it doesn’t match their needs, a fact revealed in this report. #challengeaccepted
If 2023 is the year of the rabbit in the traditional Chinese zodiac, in the tech department it’s all about AI-powered tools. These can offer personalized answers to customer issues and make them feel secure, listened to, and special just because they are getting the right answer fast. And by fast, this year means right after the question mark lands on the screen.
Custom AI knowledge bases are a far more efficient and effective way to serve customers than generic chatbots, such as ChatGPT. Custom databases can provide personalized solutions for each customer. Solutions are based on the customer's history with the company, current problems they may be facing, and further background information. AI evolves with each experience and it’s an asset in turning one-time customers into long-term supporters and even brand ambassadors.
#2 Automate Customer Service Tasks
eCommerce companies use automation software to attract more shoppers, and a report shows that 75% automate email marketing tasks. #helloInboxZero
Automation is key to efficient customer service in 2023. Companies ought to consider tapping into automated ticketing systems, automatic message responders, and robotic process automation (RPA) to speed up processes and eliminate manual labor. This will free up time for customer service representatives to focus on more complex tasks.
Here is where EmailTree comes to the rescue if you do not know where to start, and you can do it with a 7-day free trial. No more thinking of what to answer with AI email response generator, or pondering how to label emails and delegate tasks to the right customer service team member.
#3 Embrace Self-Service Solutions
Studies show that over 80% of customers attempt to resolve issues on their own and feel that if they have to ask for help, the company has already failed them. #serveyourself
If information is power, tech tools are that coveted assistant that you dreamt about getting when you would become a manager. Providing customers with the ability to find answers to their questions without having to contact customer service can greatly reduce response times and improve overall efficiency.
By investing in self-service tools such as knowledge bases, FAQs, chatbots, and virtual assistants, businesses can give their customers a simple way to access the information they need A.S.A.P! No more waiting.
#4 Leverage Social Media
Over 4B people worldwide use social media, and there aren't enough client service team members to match the high demand. #humansxAI
Social media has become an important tool for customer service in recent years, and this trend is only going to continue into 2023. Digital natives are getting older and becoming a stronger buying power. Older generations are also tapping more into technology and online networking.
Businesses should use a combination of traditional customer support methods and modern social media channels to ensure rapid responses to customer queries.
This means utilizing a combination of email and phone calls, as well as popular social media channels such as Twitter, Facebook, LinkedIn and even WhatsApp
#5 Create a Positive Customer Experience
Over 60% of brands said that communities have helped them generate new leads. #partoftheteam
Rabbit year, AI, personalization, automation, and social media, all sound like buzzwords. But, you see, the secret juice of a long-lasting company isn't just providing a service or product. It's coming up with a solution to a customer's issue. So, the first step to success is to start listening.
Providing a positive experience for customers is essential. A big shift this year for established companies is to step away from product-led flows and evolve towards customer-centric communities.
So, companies should look for ways to integrate customer feedback into their decision-making processes and create an environment where users feel valued and appreciated. You can do it through recognition programs, loyalty initiatives, and personalized offers.
To budget wisely and grow, take a step back, and analyze what you need to prioritize given the downturn market. Move forward at a slower pace but with more focus than the last year with these 5 ways to improve your customer service strategy in 2023, build your customer service team of rockstars, and improve that net promoter score (NPS).