Digital Customer Service: A Pathway to Success in 2023

The customer service landscape is changing. To stay ahead of the curve, customer service brands need to start thinking about digital customer service. 

By definition, digital customer service is using digital channels (like social media, live chat, and email) to provide customer service. It’s a way to reach and engage with customers where they already are: online.

A recent study showed that when it came to customer service factors that mattered most, online self-service options played a significant role in overall customer loyalty and brand satisfaction. Yet, with 81% of consumers agreeing that they prefer self-service options over traditional customer service channels, only about 15% are satisfied with digital customer service tools.  

Digital customer service is no longer a nice-to-have; it’s a must-have. In 2023, customers will expect brands to provide digital customer service that is personalized, convenient, and easy to use. Brands that don’t offer digital customer service will be disadvantaged and may even lose customers to their competition.

Below are a few statistics that highlight the importance of digital customer service in 2023:

Key Takeaways:

  • Roughly 47% of brands say they plan to significantly expand their digital chat channels to help improve customer service by providing users a tool to communicate with them more personally and conveniently.
  • Omnichannel marketing can bring in nearly six times more sales than single-channel marketing; however, customers are increasingly expecting brands to provide this same omnichannel experience through digital customer service channels to create a more seamless customer experience.
  • Customers that have an emotional relationship with a brand have a lifetime value that is 3x that of those who don’t. They are also more likely to recommend a brand to a friend, making it essential that brands provide exceptional digital customer service in today’s digital world. 

Digital Customer Service: Defining Success in 2023

What will success in digital customer service look like in 2023? It’s a question that many brands have been asking. You’ve seen firsthand how customer service has evolved in the past few years, and there is no doubt that there will be significant changes in the future. 

A successful digital customer service strategy in 2023 will:

  • Create a genuine connection with your customers.
  • Supply the right self-service tools and resources to help customers meet their needs quickly and easily.
  • Open up communication channels so customers can ask questions and get answers they can trust.
  • Combine Emotional Intelligence (EI) AI technology to improve customer service interactions.

The simplest way to create a successful digital customer service strategy is to pay careful attention to trends that have not only worked in the past but will help companies succeed in the future.

With the new year approaching, it is time to reevaluate your current customer service strategy and see where you can improve it. While it’s true that traditional customer service methods are still important, more and more customers are expecting companies to provide an easy and efficient digital customer experience. 

With that in mind, here are five digital customer service trends to expect in 2023: 

1. Increased Use of Virtual Assistants and Chatbots

In recent years, chatbots and virtual assistants have exploded in popularity. There are many reasons for this, but the most important one is that they allow customers to get the help they need without having to wait on hold or talk to a live person.  

Additionally, chatbots and virtual assistants are available 24/7, so they can help customers when it’s most convenient for them. Always-available chatbots and virtual assistants also help address customers’ needs for more self-service options and faster, reliable service. 

2. Understanding and Utilizing Emotional Intelligence

Emotional intelligence (EI) is awareness and understanding of emotions (yours and others) and using that information to guide your thoughts and actions. EI is essential in customer service because it allows you to create a genuine connection with your customers.   

When your team has people with strong emotional intelligence, they can:

  • Read the customer’s emotional state  
  • Respond in a way that diffuses the situation  
  • Connect with the customer on a personal level that shows that their needs and concerns are important to you

3. Empathetic Conversations 

Empathetic conversations require active listening, which is hearing the customer’s words and the emotions behind them. Active listening also involves restating what the customer has said to ensure that you understand their concerns.  

Active listening is a skill that takes practice, but it’s worth it when you see how much it improves the quality of your customer service interactions. When you can have empathetic conversations with your customers, you build trust and rapport that can turn a one-time customer into a lifelong one.

4. Embracing Social Media as a Customer Service Channel

Social media is no longer just a platform for sharing photos and updates with friends and family. It’s also a powerful customer service tool for resolving issues and building relationships. Studies found that 79% of customers expect a response to their social media inquiry within 24 hours, and another 32% said within 60 minutes. If you’re not monitoring your social media channels, you could miss out on valuable opportunities to engage with your customers and provide them with the service they deserve.

Preferred social media platforms for customer service channels

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5. Mobile-Optimized Customer Service

Mobile customer service provides customer service through mobile devices such as smartphones and tablets. Mobile-optimized customer service is a top digital customer service trend of 2023 because it allows businesses to provide a better customer experience by offering more convenient and accessible service.  

Mobile-optimized customer service can include features such as:  

  • Mobile chatbots 
  • Live chat options 
  • SMS notifications 

By offering these services through mobile devices, businesses can allow their customers to get the help they need when they need it without being tied to a desk or a computer.

Example of a digital customer support session over SMS

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Build Your Pathway to Success with Televerde

As we move into 2023, businesses must consider how they can provide a better customer experience. By offering various digital customer service solutions, businesses can give their customers the help they need when they need it. Televerde can help you build your pathway to success with our customer experience solutions.Ready to optimize your digital customer service strategy? Contact our team today to learn more!

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