Customer care is the heart of any business. One thing that will make you differentiate and win you more customers over your competitors is “customer care”. It is a “give and take” relationship. One happy customer will bring you, 9 customers. Whereas, a single complaint from one customer will make your 26 potential customers go.
Nowadays, people use a social media platform to connect with the businesses. Where it helps people to ask about their queries to the businesses directly. In addition, it also helps businesses to communicate with their clients personally and help them solve their problems.
Here is the list of latest trends in customer care in 2019 that you should know to make your business grow.
1. Continuous Evolution in Customer Care Bots
Bots have made ease for businesses as they reply to the general queries of the customers instantly. It is one of the best ways that helps in cutting down a business’s cost. However, businesses should use this tool with a proper strategy as it might get people to feel less humanize.
Chatbots did well in 2018 and are being hoped to grow and evolve in 2019 as well. According to the CNBC report, by 2022 chatbots will help businesses to cut down their costs by $8 billion.
2. The More Personalized Approach
A new trend which has been seen is that businesses are more into getting personal to their customers. They make them feel home. More the humanizing interactions, more they will gain your customer’s trust and shows that you actually see their problems as yours. In fact, these social care strategies will give your business an edge over its competitors. Consequently, you would win customer care tantrums.
3. Featuring Direct Messages Approach
It is more comforting for people to ask their queries simply via DM (Direct messaging) to a respective brand. Rather than featuring their cases in public, they ask them in a direct message. It gives them more sense of privacy. Moreover, they feel more comfortable to discuss their problems. Businesses who have enabled their DM’s, and respond to their customers instantly, are more likely to stay one step ahead.
4. Usage Of Social Data For Good
Companies present themselves as customer-centric but “customer care” is just like a drop in an ocean in their strategies.
Social media marketers and brand strategic teams use social data to devise strategies. Now, in the same way, customer support agents are using data to better make their customers satisfied. Therefore, quick response to the positive as well as negative comments on social platforms will show, how they really care about their customers.
5. Customer Care Turned Out To Be A New Marketing Strategy
There is no such thing as bad publicity. Even bad turns out to be good if responded well. Feedback that customers share are often public. Therefore, customer care executives should take this opportunity as a blessing in disguise. Tactful response not only satisfies a complaining customer but also the potential customers who could get a chance to see that.
Every business wants new customers, but taking care of the existing ones should be their first priority. It’s an added fact that if you make your existing customers happy then they will help you sell more as compare to find new customers and get the money out of them.
Here, you learn about the customer satisfaction cliches that you should avoid.