3 Ways Customer Service Has Changed

Lauren Krause
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Providing excellent customer service is a skill that every company must cultivate to survive. Gone are the days when consumers quietly accepted mistreatment and inconvenience and still spent their hard-earned money. Consider some ways that customer service has evolved in recent years and what your business can do to improve its capacity for service.

The Need for Social Media Connections

What consumers think is more important than ever on the digital landscape. Modern businesses must develop their social media presence to build healthy connections with customers and expand their approach to customer service. With so much competition and exposure online, a business cannot afford to ignore what customers have to say about a company, and to each other via Facebook, Twitter and LinkedIn. Social media platforms can help you to manage your company’s online reputation. Authentically communicating with customers online can help you develop a positive, responsive company presence in cyberspace. Employees can speak on behalf of the company through social media outlets and review sites to minimize consumer dissatisfaction and address some customer concerns openly. Use social media outlets to generate consumer interest, influence higher sales and monitor the company’s image to attract multitudes of customers from every walk of life.

A Demand for Efficiency and Digital Service

A major change in customer service in modern times is the desire for efficient and digital services. Customers expect stress-free, rapid transactions to close each sale. Businesses that embrace technological changes and advancements are in demand more than ever due to the rise of the digital age. Utilizing technology to provide better customer service is a key factor for raising customer satisfaction. Modern businesses must respond to the consumer call by providing both online and mobile sales services. Creating a retail app or website is an innovative way that companies can offer greater convenience to customers on the move, and expand the potential for profits. Customers also appreciate retailers with user-friendly shopping portals to make ordering products and services discreet and hassle-free.

A Stronger Focus on the Customer

In the past, a retailer could serve consumers on an average level and still remain in business because the complaints of customers were largely ignored, and customers had little influence over store policies and no outlets to share their opinions. Now, the focus is on raising customer satisfaction by addressing their concerns and by giving consumers what they want. Offering customers an automated, one-size-fits-all answer to their concerns is no longer acceptable. Consumer questions and concerns must be dealt with promptly to maintain the quality service standards that modern consumers have come to expect in all forms of customer service. With so many shopping choices from a variety of platforms, businesses have to try harder and focus on meeting consumer demands to win the sale over competitors. Consumers are more empowered than ever and understand that they have choices, and many go the distance to obtain savings, store perks and loyalty rewards from businesses that offer superb value and great customer service.

The changing trends of customer service continue to evolve the way that successful businesses interact with customers. No matter how complex the art of customer service has become, any business can provide excellent service by observing customer trends and committing to improving and expanding its standards of customer service.


Photo courtesy of stockimages at FreeDigitalPhotos.net



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