Customer Service Trends to Look Out for in 2023

As we head into 2023, it becomes more and more important to talk about customer service trends. Companies, whether on a smaller or larger scale, have started to understand the true value a good customer service experience brings to the table. According to research by Dimension Data, 84% of companies have been reported to witness a massive increase in their revenue after working on improving the customer experience.

Companies now give a strong emphasis on the quality experience of customers because although consumers still care about the quality of products and their prices, quality customer service has also become a key factor in choosing a brand amongst its competitors. They look for a brand, which provides value beyond just the product they have purchased just like Suddenlink which continues to provide its customers with a positive experience. Its inclusivity for non-native English speakers is truly something other brands can take pointers from.

If you belong to the Hispanic community, then you can contact Suddenlink servicio al cliente and talk to the sales agent in Spanish. This, along with its state-of-the-art Omnichannel support has become one of the reasons why customers popularly choose it for its services.

2023 looks quite promising as we can already see some emerging trends in customer service. So, without much further ado, let’s get right into it.

Table of Contents

The Approach of Personalization

One of the trends we can already see getting popular in 2023 is the touch of personalization for every customer. Every customer wants to feel valued and special and what is a better way to do it than by providing them with personalized services?

This does not necessarily indicate the personalized deals and offers a specific group of people can avail of. In fact, according to Deloitte research, consumers are particularly more inclined to make a purchase of 20% premium for products that are customized to their unique style and taste. You can see bigshot names like Nike and Adidas taking this approach by launching their personalisable shoes.

As the demand for personalized experiences continues to soar in 2023, businesses are increasingly recognizing the significance of integrating the Voice of Customer (VoC) into their strategies. Understanding and responding to the unique preferences and expectations of customers has become imperative for staying competitive in the marketplace. The voice of customer (VoC) importance lies in its ability to provide valuable insights into consumer preferences, enabling businesses to tailor their products and services to meet individual needs effectively.

By leveraging VoC data, companies can gain a deeper understanding of customer desires and aspirations, allowing them to develop personalized offerings that resonate on a personal level. This approach not only fosters stronger customer relationships but also enhances brand loyalty and drives revenue growth.

As brands like Nike and Adidas demonstrate with their customizable products, listening to the voice of the customer and integrating their feedback into product development and marketing strategies can yield tangible benefits, ultimately propelling businesses towards success in the era of personalized experiences.

2023 is expected to provide the same kind of customization offer but by enlisting the help of 3D technology, where you can get a product exclusively entirely to you.

An Increase in Phygital Experience

The word phygital has been making rounds in the industry quite rapidly. It may not roll off the tongue smoothly, but the concept is pretty straightforward. Phygital is a combination of physical and digital experiences. It essentially combines the best elements of physical and digital customer experience and delivers an amazing service. Its best example is probably franchise like McDonald’s, where you can walk into a physical place and order something from digital kiosks. However, in 2023, you can expect this experience to expand further and reach industries of larger scale such as cars and houses.

This type of innovative experience is said to attract more customers and hence, generate greater profit for the brands.

Omnichannel Support

Omnichannel customer service centers around providing customers with several channels and mediums to get in touch with a company. Traditionally, brands would often only provide their services via phones or emails, however, Omnichannel prioritizes the seamless experience of customers via multiple mediums.

In the current digitalized age, customers expect companies to keep up with the advancements in technology. Unfortunately, few companies are only delivering a such state-of-the-art experience. But the good news is, 2023 will embrace this trend with open arms and the modern strategies of omnichannel are going to further enhance the experiences of customers in every realm.

Increase in AI and Chatbots

It is already established, technology is taking the world by storm and with it, AI and chatbots are gaining massive popularity. Artificial Intelligence has immersed us in every sphere of our lives and customer service is one of the industries that have taken advantage of it.

In 2023, brands are expected to adopt digital means, especially in customer services. These are economical and further aid the customers in seeking help from the companies instantly. Chatbots and AI customer service attend to clients right here and right now.

Additionally, an increase in AI makes sure the customers can stay connected with you. The latest touch of humanization in technology makes customers feel like the interactions are taking place in a two-way, and this keeps them involved in your brand thoroughly.

As businesses continue to embrace AI and chatbots for customer service, it’s essential to recognize the enduring value of a hospitality mindset in wowing customers. While technology facilitates instant assistance, the human touch embedded in hospitality is what truly sets brands apart.

Amidst the digital shift, businesses must prioritize the cultivation of an environment where customers feel valued and cared for. This entails going above and beyond to anticipate and exceed customer expectations, akin to the ethos of unreasonable hospitality examples. In the age of AI, companies that combine technological efficiency with genuine hospitality are poised to create memorable interactions that resonate with customers long after the digital interaction has ended.

Virtual Reality (VR) and Its Growth

VR is certainly going to become the new normal for people in 2023. Quality experiences will be ensured through VR services in the near future. These experiences are expected to go beyond what we can comprehend right now.

Apart from checking out clothes and things of this sort, VR will be entering the industry of major products and brands encompassing the buildings and entire world. This VR can be used in the customer service department, where the CS reps will be providing their services to customers on the spot using this latest technology.

The Bottom Line

To sum it all up, the customer service industry as we know it will change completely in the coming year. It will be highly influenced by technology, while also keeping the touch of “humans” and personalization. Needless to say, these trends look promising enough to ensure quality customer experience and consequently paint a positive reputation for brands in the market.