Wondering what 2023 has in store for the world of customer service? At Incept, we don’t have a crystal ball, so we can’t predict the future. But we do see a few different things that will drive changes and revolutionize the customer service landscape in 2023 and beyond. Want to learn more? Keep reading, and we’ll dive into the details in this blog post.
1. Self-Service Investments Will Continue To Grow
Knowledge bases, especially when combined with chatbots, are a great way to help customers get answers and solve their own problems – without speaking to a customer support representative. 67% of people prefer self-service platforms when they're done right. But that last part is key.
When implemented well, self-service tools like chatbots help you save time and money, and help customers get the assistance they need. But when they're done poorly, customers may be frustrated, unable to solve their issues, and angry that it’s more difficult to talk to a real person. So focus on implementation – and make sure you still have plenty of customer service reps to help with difficult and complex problems.
2. AI Advances May Help Free Your Team From Mundane Tasks
Automation and AI have been hot topics in the world of marketing and customer service for a while, but in the last year or so, AI has really taken off, with innovations like ChatGPT. In the future, smart tools that incorporate AI may help your customer service team avoid mundane tasks and focus more on helping customers.
For example, AI tools implemented into call center software and CRM software could help route requests, analyze data from calls and surveys, and even automate certain business processes, like filling out forms. AI is not going to be a replacement for your workers, but it may free them up to do more important tasks, and allow you to build a leaner, more cost-effective team.
3. Agile, Cross-Departmental Support Will Become More Common
In many organizations, sales, support, executives, and other departments are “siloed,” and do not share the same technological platforms or information. There’s an increasing push to move past this, and realize that many parts of the company can come together to work toward a common vision and goal.
In 2023 and beyond, we think that stakeholders will realize the importance of cross-departmental support, especially when it comes to customer service. Closer integration of sales, customer support, technical support, and other departments is sure to be a top trend in the foreseeable future.
4. The Importance Of Customer Retention Will Continue To Increase
Customer retention has always been important. After all, increasing customer retention by just 5% can boost revenue by as much as 25%. But today, “As A Service” programs and other subscription services are becoming the norm, rather than the exception. Because of this, retaining customers is more important than ever.
Not only that, but in today’s highly competitive landscape, many companies have competitors that have very similar service offerings. This means that excellent customer service may be one of the biggest factors setting a company apart from the competition.
5. Reduced Supply Chain Issues May Help Ease Stress On Your Reps
The global supply chain was majorly disrupted by COVID-19. But things are calming down slightly, and some experts expect things to return to normal by late 2023 or early 2024, as manufacturing and shipping continue to recover from the effects of the pandemic.
Many companies in both the B2B and B2C spaces have been bombarded with customer support requests due to issues with manufacturing, shipping, parcel delivery, and much more. If supply chain problems do begin to ease in 2023, we may see an overall decline in customer support requests, easing stress on your customer service team.
Want More Updates? Stay Tuned To The Incept Blog!
At Incept, we’re passionate about customer service. That’s why we offer the best outsourced customer service solutions for our customers. If you’d like to learn more about what we expect in 2023 and beyond, make sure to stay tuned to the Incept blog for further predictions, guides, and updates. And if you’d like to learn more about what we do, contact us now to set up a free, no-commitment consultation.