Customer X-perience Trends 2023 - SupportYourApp
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Customer X-perience Trends 2023
Table of Contents
Foreword 4
Examples of great customer service 5
New channels, new opportunities 6
Need for speed 7
Multichannel support is a plus 8
Omnichannel support is a must 9
Customer service automation. Chatbot invasion: replacement or augmentation? 10
Connecting humanity and automation. Can human and AI work hand in hand? 11
Personalization — a key indicator of business success 12
Dissatisfaction. Frustration. Churn 13
Cybersecurity is the new black 14
Happy team — happy client. How to increase retention rate? 15
Company culture is under the microscope 16
How to get the best customer service solutions that will lead to great CX? 17
Numbers and stats 18
References 19
Author:
Daria Leshchenko,
CEO, SupportYourAppX-perience
“Hello! Trends
2023
I’m Daria Leshchenko, CEO
and Partner at
SupportYourApp and an
author of this e-book.
For 12 years in customer care,
my team and I managed to
stay on top of the industry’s
trends and gather tons of
insights. We decided to share
our best nds in this e-book
as our contribution to the
professional community. Our
experience with tech-
enhanced products and
startups shaped our vision of
the future, and we invite you
to share it with us. x
If you would like to chat
about customer service for
your business, feel free to
reach out to me directly:
daria@supportyourapp.com
Love,
Daria Leshchenko.
TOP 30
UNDER 30
❤︎
fiX-perience
Trends
2023
Foreword
50% Right now, companies face a crucial
moment with changed customer
expectations. Customers now
no longer build and maintain their
of global consumers say loyalty on price or product,
the COVID-19 pandemic but on the experience they receive.
made them revise their objective
and re-evaluate the importance of
live communication and empathy.
A company now needs
to be both:
an experience company
On the other hand, we can’t ignore
the impact of new technologies and
and a technology
digital solutions, which rapidly and company.
rmly take root in our daily routine.
Сustomizing CX leads to customer
satisfaction.
Lots of small and large companies
have already invested a fortune
89% in improving CX and staying ahead
of the competition.
In the future, businesses will build
Gartner predicts that 89%
on their successes, leveraging
of brands are expected to compete
technology-driven solutions
mainly on Customer Experience.
to create better connections and
relationships with their customers.
fiX-perience
Trends
2023
Examples of Great
Customer Service:
Tesla launched their mobile car Zappos answers every email they
service for Tesla car owners. receive from their customers, even
Their customers can schedule if it’s addressed to the CEO. When
service, track repairs and message he’s unavailable, the representative
with the Service Center directly from sends a humorous and engaging
the Tesla app. Instead of sitting reply. By showing how much they
around at a repair shop, customers value the time people took to send
can get their car xed wherever they an email, they managed to gain
park. more loyal customers.
Examples like these
show that customer
experience and
satisfaction cannot
Xbox and Nike created separate be ignored and must be remembered
Twitter channels dedicated only to about by businesses of all sizes and
customer support requests. This social weight. This is what business
approach allowed big-size will have to keep paying the most
companies like these to reply to attention to in 2023.
What are we to expect from the
customers quickly and without
upcoming year when it comes to
missing out on anything.
customer service, and what changes
will we see in customer behavior?
All product names, logos, brands, trademarks and registered trademarks are the property
of their respective owners and are used for research purposes only. SupportYourApp does
not claim any a liation of any kind with the indicated companies.
ffi
fiX-perience
Trends
2023
New Channels,
New Opportunities
of users had
Customer communication
a more favorable
is expanding to new
communication channels.
More companies now connect with
their customers not only on their
54% view of brands
that responded
to complaints
on social media.
websites, but on social media like
Facebook, Twitter, Instagram,
Pinterest, etc.
of users have
For example, in WhatsApp,
already used
customers can receive automatic
responses to their queries, get
instant help, and chat with brands. 89% social media to
communicate
with a brand or
business.
Solutions
Add social media to your
1
regular support channels.
Use messengers to
2 communicate with your
customers.
Avoid asking to ll in the
3
initial forms as the system
should pull up the
information automatically.
fiX-perience
Trends
2023
Need for Speed
of customers Being fast and proactive in
60%
feel that waiting answering questions and o ering
on hold for just quick service without sacri cing
one minute is quality will improve customer
too long. experience and bring immediate
contentment.
of consumers
75% prefer a callback
option instead of
waiting on hold.
Solutions
Identify peak hours and
1 provide more support
agents.
The world is moving and changing
Let customers know how
fast. That’s why modern customers 2
long they will be on hold.
want to get everything “here and
now”. Speed and convenience are
Give the option to be called
now of a higher importance than 3
back.
ever.
Advise customers to call
Businesses that deliver 4
during o -peak hours.
instant satisfaction
are above their of users say that
competitors and have
a huge advantage. 66% valuing their time
is the most
important
thing a company can do to provide
them with a good online customer
service.
ff
fi
ffX-perience
Trends
2023
Multichannel Support
is a Plus
The variety of ways customers
60%
to communicate makes going expect
astray and losing track easy. companies
When it comes to nding the to o er CS
solution of their issues, customers on social media.
have their own habits and preferred
channels of communication.
Emails, in-app chats, phone calls,
text messages, social media — you
name it. And you’ve got to cover
them all to keep up with customers
1 in 3
and retain them. users prefers to reach out
to a brand on social media.
Solutions
Make use of all possible
1
channels.
Let your customers decide
2
how to contact you.
Don’t underestimate the
3
importance of social media.
ff
fiX-perience
Trends
2023
Omnichannel Support
is a Must
↓
25%
Many of us like to use more than one Adobe research
way of communication. showed that if
That’s where omnichannel support brands invest in
can help by combining customer omnichannel
interactions across channels and
↓ customer
experience, they
10%
making communication smooth
and constant. can increase their
sales by 25% and
Establishing an omnichannel their growth rate
presence can guarantee you meet all by 10%. This
made the
20%
requirements across all touchpoints.
percentage of
companies that
↓
already invested
in omnichannel
support rise
80% tremendously
from 20% to 80%.
9 in 10
consumers want absolute
Solution
omnichannel service — they expect
a seamless experience when
Combine and
moving from one communication organize
method to another, such as phone communication
to text or chat to phone. into one system
to track customer
interaction.X-perience
Trends
Customer Service 2023
Automation. Chatbot Invasion:
Replacement or Augmentation?
Arti cial Intelligence (AI) has
automated many processes that
used to be performed by people.
While some see it in a negative way,
AI can help decrease the workload
of sta members and, in many
cases, can do it faster and with
more precision.
Customer service agents are
capable of handling only one or
two queries at once. Chatbots, on
the other hand, can handle
numerous requests simultaneously.
At the same time, in case an inquiry
is too complicated for a chatbot
of customers are
to deal with, a human support
happy to be served
representative can jump in and
by a chatbot, if
address the issue.
20% there is an option
to escalate the
conversation
to a human.
of US consumers
prefer an automated
↓ self-service, such as
80% a website or mobile
app, for simple
customer service
tasks.
fi
ffX-perience
Connecting Humanity and Trends
2023
Automation. Can Human
and AI Work Hand in Hand?
In 2023, the main challenge for
businesses will be nding a way
of combining their automation
processes with humans.
While automation is a great way for
brands to lower expenses and
improve resolution time, it may not
align with customer expectations.
Some customers would still prefer
speaking to a real person.
Solutions
Automate a part of your
But it doesn’t necessarily mean
support service by
companies should ignore or reject
1 implementing Arti cial
new technologies. While AI and
Intelligence to deal with
chatbots respond to customer
simple requests.
FAQs and simple requests as well
as classify the issues, a real person
Have real-person customer
can deal with cases that require:
support to deal with
Emotional approach 2
complex and irregular
Creativity
cases.
Social and cognitive skills
Tech savviness
Harmonize machines and
humans to deliver the most
3
e cient support and
experience.
ffi
fi
fiX-perience
Trends
2023
Personalization — a Key
Indicator of Business Success
Solutions How can businesses show
customers they care about and
value them? By knowing who their
customers are, their preferences,
Invest in omnichannel past interactions, and issues. Using
1 support to collect all personal touch with your
information in one place. customers, treating them as
individuals, and delivering great
Leave comments and notes customer service can build solid,
that include customers’ long-term rapport with them.
preferred channel of
2 communication, as well
as any speci c details that
could help personalize their
60% of consumers say
journey.
they’ll become repeat
customers after
Try to get as much
a personalized shopping
information, such as name,
experience.
3 e-mail address, phone
number, etc. from customers
as possible.
4 Avoid using canned answers.
If possible, always use
5 a customer’s rst name when
communicating with them.
fi
fiX-perience
Trends
2023
Dissatisfaction.
Frustration. Churn
Customer satisfaction rating
Ways to improve
(CSAT) is a criterion for measuring customer satisfaction
the level of customer satisfaction
rating (CSAT):
with a brand. A high level of CSAT
is what all companies should strive Decrease wait time
for.
Provide omni- and
multichannel support
Personalize replies
The absence of
complaints and bad Ask for feedback and
comments doesn’t act on it
necessarily mean
customers are happy
Develop a CX strategy
with services they get Prioritize customer
and is never a measure satisfaction
of satisfaction.
Customers don’t
complain directly to
brands.
of customers will
48%
churn after
4%
Only 4% of customers several bad
are ready to share experiences.
their frustration and
dissatisfaction, when
most customers will
simply leave if they will churn after
feel unhappy.
30% only 1 bad
experience.X-perience
Trends
2023
Cybersecurity is
The New Black
Cybercrime is predicted to cost
$10.5 trillion by 2025. Attacks will
be happening every 11 seconds
(up from 14 seconds in 2019).
The more reliable cybersecurity
solutions are implemented, the
safer businesses will be in 2023.
The COVID-19 pandemic forced
millions of workers around the
globe to forget about o ces and
start working from home.
Solutions
63%
!
Invest more into
cybersecurity
In 2022, cyberattacks became 63% 1
solutions and
more frequent than they were in 2021.
certi cation.
As a result, businesses started to pay
more attention to cybersecurity.
Stop underestimating the
2
damages and consequences
from cyber attacks.
fi
ffiX-perience
Happy Team — Happy Trends
2023
Customer. How to Increase
Retention Rate?
86% ! Solutions
Companies need to pay more Improve company
1
attention to their support teams communication ow.
and communication ow. Team
building activities, check-ups,
regular syncs, encouraging out-of- Equally distribute duties and
2
workplace communication — 86% responsibilities.
of professionals lack these, which
means they fail to connect with
their colleagues. Make sure the workspace is
3
comfortable for everyone.
Dysfunctional teams are one of
primary reasons for burnouts in the
workplace: bad communication
ow might cause mistakes and
in uence the results of the entire
team, prompting faster burnouts.
Over the last couple of years,
customers became more sensitive.
Now, they want to communicate
with empathic, understanding, and
ready-to-listen support
representatives.
fl
fl
fl
flX-perience
Trends
2023
Company Culture is
Under the Microscope
For the last couple of years the Solution
world has been going through
continuous crises. The pandemic,
recession, the Great Resignation,
and the war in Ukraine are putting
Be more socially
extra emphasis on the importance responsible.
of great corporate culture.
Company-wide policies of personal
support and open communication Recent research
can become deciding factors shows 63% of
in decreasing the churn of
professionals on your team. 63% customers want to
buy from socially
responsible brands.
Give back to your community, 46% of customers
donate money to your local food pay close attention
banks and di erent relief charities. to a brand’s social
This will give you a lot of
reputational bene ts and will ease
the process of your brand
46% responsibility when
they choose to deal
with a particular
development. business.
ff
fiX-perience
Trends
2023
Do You Want to Get the
Best Customer Service Solutions?
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Solutions
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comes to providing Outsource your
outsourced customer support.
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Notable clients Security & Quality
fiX-perience
Trends
2023
Numbers and Stats
95% 31%
Not answering a complaint
decreases customer
advocacy by as much as
of businesses indicate their
customer care has a direct
impact on brand image.
of customers turn to
social media to make
pre-sales enquiries.
50%
Poor response time can People spend 3–20%
lead to up to 15% Best-in-class customer more when they get a
increase in customer churn. care causes 81% greater response to their queries.
annual increase in revenue
from customer referrals.
80%
77% 60% of social media users
have used social
of users are more likely to
media to communicate
recommend a brand after of customers say they
they had a positive with a brand.
now hold customer
experience with it.
service and support to
a higher standard.
74%
31%
Best-in-class customer care
increases annual ROI by
of global consumers
30.7% of people post online after
they have a bad CC
experience.
say great customer
experience impacts
their brand loyalty.
63% The average response
1 in 3
time from businesses is
customers expect 5 hours.
companies to o er
Social media users
CS on Social Media.
30%
of people will go to a
prefers to reach out to
a brand on social
media for customer
competitor if a brand
service.
doesn't respond.
ffReferences
1 Life Reimagined: Mapping the motivations that matter for today’s consumers
2 11 Best Ways to Improve Customer Satisfaction Rating (CSAT)
3 The Total Economic Impact Of Adobe Experience Cloud
4 11 examples of companies delivering great customer service
5 How To Manage Hold Times During The Customer Experience
6 Key Customer Experience Statistics You Need To Know
7 10 Ways to Deliver Consistently Great Customer Service
10 of the Most Compelling Stats from Microsoft’s ‘Global State of Customer
8
Service’ Report
9 The Alleged Threat Of AI Taking Away Human Jobs Is Not What We Think It Is
Why Social Media Customer Care Is Important In Retaining Loyal Customers
10
And Positive Brand Awareness
11 7 Ways COVID Has Changed Customer Service in a Year
12 AI-Powered Customer Service Needs The Human Touch
SupportYourAppTM is a registered trademark of SupportYourApp, Inc. in
the U.S. and other countries. Copyright © 2022, SupportYourApp, Inc.References
13 57+ Personalization Statistics (New 2022 Data)
14 Don’t Make Your Customers Wait
15 The Total Economic Impact™ Of Adobe Experience Cloud
16 How Branding A ects Consumer Behavior in 2022
17 100+ Customer Experience Stats to Prepare for 2023
18 Having Human Customer Support Is The New Black For Startups In 2022
19 Best Practices For Omnichannel Customer Support
20 Only 21% Of People Trust Global Brands To Keep Their Data Safe And Secure
21 Experience is everything: Here’s how to get it right
22 The Need for Customer Communication in the Age of Social Media
Brands Try To O er Consumers Personalization Without Interfering With
23
Privacy
SupportYourAppTM is a registered trademark of SupportYourApp, Inc. in
the U.S. and other countries. Copyright © 2022, SupportYourApp, Inc.
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