Empire Services | January 10, 2022
In any business, customer experience is what drives productivity and revenue. No matter the service (or product), the customer wants a seamless transaction and wants to feel as if they are being taken care of by someone who knows what is needed. With the increased use of automation, such as robots and chatbots, customers have better access to companies along with faster ordering. While automation has improved customer service, it has also changed the customer experience landscape. Let’s take a look at the top three trends for this year.
1. Human Touch vs. Automation -- Technology has made our lives easier by making shipping and purchasing a one-click process. However, some of this technology has created a shift in customers view of customer service. Many want to be able to speak to a live human instead being forced to use a chatbot or send an email. Thus, there will be more humans and less technology to provide customer support.
2. Employee Well-being –The staffing shortage is putting more pressure on employees. Customers are aware of this and expect employers to treat their employees better. Customers will go as far as switching to a company that does value their employees. Companies concerned with their employees’ well-being will see an increase in employee morale, which is one of the factors in keeping them from leaving. It will also put a spotlight on the issue and force other companies to take action.
3. Not About Cost – Up until recently, customers put pricing over customer service. This has changed due to shipping and product delays, which creates customer frustration. This emphasizes how important customer service is to a company. To ease frustration, companies have revised their customer service polices to make transactions frictionless and provide solutions.
At Empire Group, we built our reputation on providing comprehensive, cost-effective services to a variety of industries. At each affiliate, you will find trained, and certified employees to provide specialized services. They have the experience to anticipate our customers’ needs with customized solutions.