The pandemic has changed customer service expectations in unprecedented ways. A study revealed that customers will abandon businesses over lack of trust. Now, more than ever is an important time to invest in customer service to ensure that your clients stay loyal and keep on patronizing your brand’s products and services. Read on to find out about some customer service expectations this year.
Customer Service Expectations in 2022
Better Customer Support Services
Since the pandemic caused consumers to shift to online shopping, expectations for higher-quality support also rose to new heights. According to a recent customer support survey, 80% of consumers now expect better and more empathetic support.
How can your brand adapt?
- Ensuring your online information is updated and complete
- A smooth website UI/UX experience
- Mobile-optimized content and channels
- Multiple channels to offer support
- Make sure you have enough staff, and that they’re not overloaded so they can focus on each customer in an empathetic way
Empathy is key
The pandemic has put us all in a situation where we have to deal with constant anxiety, isolation, and mental health issues. Thus, 34% of customers state that support should be quicker and more empathetic as we are all dealing with a global issue. To add to this, consumers in the millennial and Gen Z demographic are more likely to connect to businesses that offer such.
How can your brand adapt?
- Allow consumers to express their frustration and concerns
- Pay attention and listen well
- Maintain a positive attitude
- Respect your customer and try to be empathetic to their situation.
- Resolve their issue quickly and with care
The key to good customer service is ensuring your staff isn’t overloaded with so much work to deal with each concern with care. Have you considered hiring a team of customer service virtual assistants? Read up on our previous blogs or get in touch so we can tell you more about the benefits of hiring customer service virtual assistants for your business. Get in touch with Virtual Assistant Talent today.
