As technology continues to evolve, so do customer support strategies in 2023. Companies need to be conscious of the future and anticipate what customers may expect in the coming years. In this article, we look ahead to 2023 and explore various customer support strategies for the future. From automated chatbots to real-time video support options, get an overview of potential customer service trends that could take shape in the next few years!
As we go towards what seems to be a challenging business climate, we see an ongoing desire by companies to stay ahead with their customer satisfaction by investing in things like personalized support and self-service capabilities. While the pressure is increasing to manage and even reduce costs, teams are being asked to do more with less.
When considering the customer support strategy for 2023, it is important to keep these developments in mind. But how do you prioritize? Where can you have the biggest impact? And which metrics are relevant to measure in the coming year?
Human-centered approach and 2023 trends
Looking back over many years and comparing customer support, nothing really changed, and everything has changed at the same time. The support teams still must use the same technics and processes that allow them to design the support around the end-users. Because customers still want to be heard.
“It is about going towards the customer and the user,” Karl Evans says. “They (customers) want to do it (receiving support) their way. People are used to using different social media channels and different ways of interacting with each other. So, customer support should go the same way. We open it up to be available on their wavering.”
On the other hand, everything changes so quickly. Technologies progress and give an amazing panel of tools and tech solutions to help deliver and build better customer support. Also, the economic climate and customer behavior set new aftermarket industry rules.
If to do customer support the same way as 2 – 4 years ago, ignoring all these changes – companies will have fewer chances to provide the best services to the customers.
Solving technical problems
Product, system, and IT support have slight adaptations and different expectations. Trying to support a customer when they have gotten product issues often leads to having a commercial issue to deal with.
“I think you have got to look at the total picture for the customer and not just directly at the technical problem,” explains Karl. “Having people really see the customer and want to help them, not just on a technical point. But how can I help this person? How can I make this situation better, going just beyond the problem itself? Because the more you can help and make it work, the more that customer will remember you for making their life better.”
Fixing IT problems is much faster in most cases. When product problems tend to be much more complicated, not just on a technical point but on a commercial, that is where companies really can step up and make a huge difference to the relationship in the long term.