“New Normal” is a great way to define the changing landscape of customer service. 

Customers have always wanted efficient, quick, and reliable service, but new technology has raised their expectations even higher.

The Internet and especially social media changed the definition of fast dramatically. Consumers find faster, consume faster, and change decisions faster and they expect to get an immediate solution to their queries.

A simple Google Search can tell you about anything you need to know and almost instantly, and how to expect that consumers will be patient when company representatives can not give the valid and quick answer.

They still want to call and talk or text a real person, but more initiative than ever to find FAQ pages, forums to solve their problems themselves. 

With the growing technology and channels, we are always on and connected to the information we need, watch, listen, connect wherever and whenever we want, everything expected to be easy and accessible 24/7. 

It’s important to know where you stand in this standart. Most of the time, customers will let you know how you’re doing by giving you feedback. 

By avoiding poor customer service, you are providing excellent service, which is what you want to do.

• Be available and answer emails/calls/tickets seven days a week. You can not solve a technical problem in a minute but you should let customers know, you hear them, you will have a solution in x amount of time and you are working on it.

• Make sure customers know how you can be reached.

• Treat the customer like the fellow human being they are, not like “just another customer.” Use their name, personal service matters more than speed.

• If you don’t have yet, quickly build a Knowledge Base as a tool for your customer support teams and publish in your channels as FAQ for them who prefer to solve their problems themselves.

• Over 65% of customers believe it is very important that they don’t repeat their previous interactions. Use accurate tools that help you to keep your customer inquiry records.

Did you know that 58% customers said their service expectations are higher today than they were a year ago? Nowadays It takes one bad service experience to reduce the loyalty of 68% of customers. 

Nearly three-fourths of consumers will leave a brand behind after two poor experiences. Do you know how to build over-delivering customer support teams to lead in today’s new business environment? 

Companies today are realizing that the technology, people, and processes they’ve developed over 2 decades will not be enough to help them address how customer needs have developed up to this point. 

The data in this blog should help arm these service leaders with the information they need to evolve, and keep up-to-date with what it is their consumers want; otherwise they risk losing them to a company that will.