5 Ways In Which Digital Customer Service Influences User Expectations

The service and user experience speak about how the growing ubiquity of social networks requires fundamental changes in the way companies must conceive customer service.

Social networks are a relatively new means of communication, and companies must adapt their tone of voice and style of interaction to these channels. Therefore, organizations must remember that the digital service is a social space that is inherently centered on the user.

In addition, digital communication technologies have influenced the expectations of users, and this is the main reason why a change in the behavior of companies is justified.

5 Ways In Which Digital Customer Service Influences User Expectations

1) Speed Of Response

The user expects a quick response to queries on social networks, even when they only say “hello”.

• 32% of users expect a response in 30 minutes.
• 42% expect a response in 60 minutes.

The growing impatience of digital users means that companies must work harder to respond quickly to users. But the good news is that organizations have the necessary tools to do so. Digital customer service software, especially chatbots, allows companies to be present for users at all times.

By using the right digital customer service technology to allow agents to work more efficiently, users will get answers more quickly.

2) Accessibility As A Priority

The growing need for a rapid response leads to greater accessibility. Gone are the days when users were willing to wait for an answer. Today’s users want instant access to businesses, and they want it 24 hours a day.

This may not be a change as significant as some organizations think. Maintaining an active presence in social networks means that companies will naturally be more accessible.

It is key for organizations that users know how long they can wait to receive a response. Being transparent when it is not available establishes a relationship of trust with users.

Customer service agents must use the right technology and be transparent about how long users should wait to wait for a response.

3) Personalization

A fast and accessible service is not all that offers excellent customer service. These days, and especially with young and millennial users, a close, smart and empathetic service is a necessity.

Today’s users demand an increasingly personalized digital service. Agents should be encouraged to take a personalized tone with users. At the same time, it is necessary that they have the right tools. A CRM provides agents with more information about each user, allowing for true personalization.

Taking advantage of CRM data offers agents more information about each user. This data can be used to make personal connections with a more humanized service.

4) Consistency

Another important aspect of customer service in social networks is that it must be consistent. This generates trust, important for online users, because they do not have the security of face-to-face interactions in a store.

Over time, users create partnerships with companies, and this is a key to improving their experience. The more positive emotions an organization can inspire, the more loyal its users will be.

In addition to the agents must offer personalized attention, the voice of the company must be the same for all of them in customer service.

5) Predictive Service

We are in an era where passive service is no longer enough. Instead of waiting for users to get in touch with the company, it is important that companies now use listening technology to keep up with the online conversation and the evolution of trust.

Organizations that listen proactively are better positioned to satisfy users.

The listening technology to monitor the keywords, enables the conversion to potential users who may be looking for the product or service of a particular company.