customer service trends

9 Impactful Customer Service Trends to Follow

Customer service is a crucial aspect of any business, as it plays a vital role in determining the success and longevity of an organization. With the rise of technology and increased access to information, customers have come to expect a high level of service and quick resolution to any issues that may arise.

The way a company treats its customers can either make or break the business, as satisfied customers can drive growth and profitability through repeat business and positive word of mouth. In contrast, unhappy customers can lead to loss of revenue and damage to a company’s reputation.

In today’s competitive market, the importance of providing excellent customer service cannot be overstated. It can create loyal customers, enhance brand reputation, and even drive additional sales by creating a positive customer experience.

This article will delve into the numerous benefits of providing exceptional customer service and explore the latest trends in the customer service field you should follow to grow your business and revenue. Whether you are a small start-up or a large corporation, investing in customer service can have a significant impact on the success and growth of your business.

9 Most Impactful Customer Service Trends to Follow

1.    Artificial Intelligence (AI) and Automation

AI and automation are rapidly changing the way customer service is delivered, making it more efficient and personalized. Automated chatbots, for example, can handle simple queries and provide quick responses, freeing up human agents to focus on more complex issues. AI can also be used to analyze customer interactions and provide real-time recommendations to agents, improving their ability to resolve issues.

2.    Omnichannel Service

 Customers expect to be able to reach a business through multiple channels, including phone, email, chat, and social media. Companies that provide omnichannel customer service are better equipped to meet customer needs and provide a seamless experience, regardless of the channel used.

3.    Self-Service Options

 Customers increasingly prefer self-service options, such as online knowledge bases and FAQs, for quick resolution of simple issues. Businesses should make sure to provide robust self-service options for customers to use at their convenience, such as a well-designed website with easy-to-find information and a user-friendly interface.

4.    Live Video Chat

In today’s market, advanced technology and innovative marketing techniques have opened up numerous avenues for businesses to connect with customers and provide them with transparent information about their products or services. However, what happens when a customer is browsing your website and has questions about pricing or services before making a final purchase?

Customer service trends - Live video chat

This is where video chat comes in as the perfect solution. By offering real-time support through these channels, businesses can guide customers through their queries and provide them with accurate real-time information. Incorporating real-time support into your customer service strategy will bring numerous benefits to your business.

Here are some of the key advantages of real-time support:

  • Immediate resolution of customer complaints and issues
  • Significant time savings for both the customer and the agent
  • Increased likelihood of successful sales conversions
  • User-friendly and accessible for customers
  • Elevated customer engagement and satisfaction.

5.    Personalized Experiences

Customers appreciate a personalized experience, and businesses can use data and technology to deliver tailored customer service. For example, companies can use customer data to provide personalized recommendations and offer tailored support options. Personalized experiences help to build trust and loyalty, leading to increased customer satisfaction and repeat business.

6.    Customer Feedback

In the past, businesses relied on analytics and strategic planning to drive their success. However, today, the key to business success is understanding and catering to the needs of its customers. Customer service teams have long been trying to gauge the quality of their support through regular customer feedback surveys. In 2023, this trend is expected to pick up pace as customer service managers aim to improve their processes by collecting customer feedback and tracking key metrics like First Contact Resolution and Average Handle Time.

However, not all customers may be willing to provide their feedback. So, how can you ensure that your feedback surveys reach the maximum number of responses?

Of all survey types, live surveys (53%) and e-mail questionnaires (50%) tend to receive the most responses.

Customer feedback is a valuable asset for businesses, providing insight into how to improve the customer experience with the support process. By utilizing customer feedback, businesses can adjust their actions to better meet the needs of their customers.

It’s essential to keep in mind some key statistics regarding customer feedback:

  • In the last year, 83% of customers completed at least one survey.
  • Only 1% of customers believe their expectations are always met.
  • Based on LocalSEOGuide research, Google ranks local companies based on user feedback.

7.    Empathy and Emotional Intelligence

 Despite the increasing use of technology in customer service, the human touch remains essential. Empathetic and emotionally intelligent customer service agents can build strong relationships with customers and help to resolve issues more effectively. These agents understand the emotional and psychological aspects of customer interactions and are able to respond in a way that meets the customer’s needs and expectations.

8.    Social Media Integration

As noted by marketing expert Seth Godin, “Social media has the power to transform strangers in becoming friends, friends into consumers, and customers into brand ambassadors.” This highlights the crucial role that social media plays in modern customer service.

With 63% of customers now expecting companies to provide support via social media, it’s more important than ever for businesses to have a strong presence on popular social platforms and provide fast and efficient social media customer service. In fact, 35% of customers prefer using social media for customer service over other channels.

When a consumer complains or requests assistance on social media, it is recorded and shown on the support team’s dashboard. The support team can then directly contact the customer on the same platform and handle their issues.

Some of the key benefits of using social media for customer service include the following:

  • Direct engagement with customers
  • The opportunity to resolve customer problems in a public forum, improving your public relations
  • The ability to impress customers by treating them respectfully and providing prompt and practical support.

9.    Better User-Experience

Your company’s success is heavily reliant on the experience of its customers. A positive user experience is essential if you want to attract more customers and grow your business. According to research, a staggering 88% of online consumers are unlikely to return to a website after a negative experience. This highlights the importance of paying close attention to user experience.

Investing in a well-designed user interface can significantly impact your website’s conversion rate. In fact, studies show that a well-tailored UI could increase your conversion rate by close to 200%, while a better UX design could result in a boost of up to 400%.

User experience can also be linked to customer service. As noted by some experts, a good user experience should meet the customer’s specific needs with ease and efficiency. However, to truly excel in user experience, the goal should be to create a product or service that is not only effective but also enjoyable to use.


Customer service is essential for the success of any business, and trends like AI and automation, omnichannel service, self-service options, live video chat, personalized experiences, customer feedback, empathy and emotional intelligence, and social media integration are changing the way it is delivered.

Businesses should invest in these trends to enhance the customer experience, drive growth, and increase profitability. By understanding the needs and expectations of customers, companies can improve their processes and provide the high level of service required to build loyalty, customer trust, and satisfaction.


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