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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.

When it comes to finding more time and still trying to do it with a reduced budget, I do believe this is possible. And I’ve seen it, I’ve done it. Karl Evans, COO of Support Solutions at Sigma Technology

Customer queries and product development 

“Development does not necessarily want to prioritize the issues coming from support. But if you look at the total cost and at the total impact on the customer, you are working together for the good of the customer. Do the guys that are writing the FAQs and the service manual actually know what is coming into the support process? Can they work together to write what is needed and not just what is predefined as a good idea?” asks Karl. 

Unfortunately, aftermarket support is often underestimated by teams with its cross-functional use. Information that comes from the support team must be used correctly and always feedbacked to make continuous improvements. “If you think of support, it is marketing indirectly; it is sales, it is product development, it is a very core function. So, I think it is having the mentality within the organization to see the potential and not just a function,” Karl says.

Recommendations to CX leaders

The process is the very foundation to build an operation from. Having a well-defined but flexible process means everyone is on the same page, and everyone knows what to expect, what to do, and when to do it.    

The way that you are looking at the operation defines if the right things are measured. “You have got your measurements, and the way you work with the teams should be focused on what the true goal is. And that is really helping the customer helping with the problem.” 

Karl continues, “I think working with the teams and the measurements in creating an atmosphere that really delivers what you wanted to do as opposed to specific measurements or expectations on the team.”

Missed our chat? Watch the full webinar with Karl Evans and Sigma Support Solutions

Conclusions

Customer support is a crucial component of any business, and it’s important to stay ahead of the curve with your strategies. The tips outlined in this article together can help you create an effective customer support strategy for 2023 that will ensure satisfaction from both customers and employees alike. By investing in customer service technology, creating a feedback loop between customers and agents, keeping up with the latest trends in customer service, and staying agile when responding to changing customer needs, you will be able to provide top-notch customer service going into 2023.

author

KARL EVANS

Karl Evans is a COO - Customer Support at Sigma Technology. He brings over 20 years of experience in the aftermarket to the team. Karl has previously worked as Global Support Manager at Volvo Group Trucks Technology.

  • customer support

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