Whenever it seems that customer expectations can’t rise any higher, they do. Our 'State of Digital Care' report found that 81 percent of consumers have higher digital customer service expectations in 2018 than they did the previous year.
We recently published an article in which Volaris Airlines has demonstrated that Social Messaging was not only 83% more cost effective, but also drove up customer satisfaction at the same time. Following on Volaris’ positive experience with their lau...
June 21, 2018 6:33 AM
Xinglong Wang
Whenever it seems that customer expectations can’t rise any higher, they do. Our 'State of Digital Care' report found that 81 percent of consumers have higher digital customer service expectations in 2018 than they did the previous year.
The era of social messaging and intelligent automation, for customer service, has truly come to fruition. With this, brands are starting to realize that the channels in which they serve their customers have changed drastically. Despite rapid evolution in the contact center, and expectations on digital being 81% higher than this time last year, the basic principles of social customer service have remained the same; including being able to proactively solve a problem before it arises. Being one step ahead, at all times, will make your brand stand out when it comes to delivering a full-out customer experience that rises above and beyond consumer expectations.
We are living in an age of uncertainty. There’s more volatility in our politics, economics, and increasingly, our climate.
The landscape of customer service is radically changing and Conversocial's new report, The State of Digital Care in 2018, is here to help you manage that change!
2017 was the year that social customer service grew up. It got swept up in it’s own digital journey, evolving into a hybrid which we now deem to be ‘Digital Customer Service.’
But what does this mean in terms of a customer service offering? Well, put simply, all it entails is for a brand to be able to provide effortless and scaled support in digital arenas like Facebook Messenger, WeChat and Twitter.
Digital customer service is a welcome development for today’s “always-on” generation, who are more mobile and digitally-driven than ever before. Evolving customer preferences are tightly linked to innovations in digital technology and brands should embrace both in order to keep pace with heightened expectations. Customers want businesses to hear, understand and appreciate them. Investing directly into a digital care strategy ultimately means placing an emphasis on prioritising customer needs, preferences and support; which in turn can lead to an enhanced customer experience, boosted satisfaction and contribution to a more cost effective customer service operation.
What can brands do to deliver great digital care?
It is time for brands to open the door to a fully-embraced digital engagement strategy. Providing digital customer care is now recognized as a priority focus for customer interaction, loyalty and retention. Digital innovation, and channel adoption, are now key drivers of brand longevity; yet, you will often find businesses struggling to successfully promote digital care as their primary channel for brand engagement and resolution due to a number of obstacles.
The State of Digital Care in 2018 addresses the key consumer behaviours and trends impacting the state of digital customer service in 2018, laying out best practices for ensuring your brand is delivering in-the-moment resolutions, at scale, to drive profitable and lasting relationships over social and digital channels. In this report, you will understand why:
Have a read right here to help you overcome common, digital customer care challenges and become a digitally mature customer focused brand!
Traveling can be stressful at times, right? And the nature travel means you are always pressed for time. For the always on the go traveler, digital is fast-becoming the favored channel for resolution. Beyond simply solving customers’ problems, digital channels offer a unique way for airlines to actually enhance the travel experience. When managed properly, a service experience is quick, in-the-moment and personalized. The benefits also ring true for airlines, with digital care often being both more efficient and ROI positive compared to traditional service offering.
Last year we looked at how delivering effort-free customer experiences was the driving force behind the change in customer expectations. Whilst delivering effortless customer service is still critical to delivering seamless customer experiences, a lot changed in 2017 also. The digital customer service landscape evolved significantly, truly undergoing its own digital transformation. The maturation of social care has given rise to the natural evolution of the term ‘Digital Customer Service’, which is where we find ourselves as we start 2018!
The retail landscape has changed radically over the past few years. Consumers are noticeably shunning the high-street and instead choosing to shop online. E-commerce offers what the high street cannot—convenience. You can shop on your mobile device wherever, whenever. The exponential growth in e-commerce is proof that an in-store shopping experience just isn’t cutting it anymore.
Your travelers’ lives are digital, but is your customer care stuck in the past? Conversocial’s NEW Airline Benchmark Report is here!
Simpliflying recently found that 43% of airlines cite delivering customer service via social media as their top priority for 2018. Not surprising when considering last year we saw a host of high profile airline service mishaps, with social amplifying the impact (United Airlines' for one was right at the epicenter of some very negative social PR).
United Airlines' failure to go the extra mile for a customer is one example of how not responding to a major complaint in today's digitally focused age can spiral out of control publicly. The epic fallout from high profile service instances like this, demonstrating a lack of adequate customer support, means that now more than ever service provided by airlines is under intense scrutiny. Airlines are constantly under pressure to not only meet but fly above their customer’ expectations.
The new competitive advantage for airlines is delivering humanity in service, at all customer touch points. This means arming frontline staff, breaking down internal silos and allowing social to inform business decisions. Airlines that are attempting to capture, understand and win the travelers of 2018 are faced first with the prospect of having to initiate a personalized experience. You can’t just cruise on autopilot when it comes to servicing digital passengers. With air travel often embedded in very emotional life moments, exemplary customer care is the ticket to customer loyalty.
But what makes an airline #SocialFirst? It's time to stop wondering, Conversocial's Airline Benchmark Report is here to help! Read the Conversocial Airline Benchmark Report to:
The Conversocial Airline Benchmark Report aims to help airlines in their journey to become a paradigm of effortless, in-the-moment digital customer service providers, at scale, as well as showcase the leaders and laggers in airline customer service over Twitter.
As 2017 draws to a close, we thought it was only fitting to reflect back on the year
gone at Conversocial. A lot's happened, be it the recent changes to Messenger as a service channel, or Carter chasing 18 million retweets on Twitter to get a lifetime's worth of chicken nuggets from Wendy's. It's been an eventful year to say the least.So cheers to 2017, from the Conversocial team to yours we wish you a warm and happy holiday season.
Here's our hot take on the year gone by, inline with our five company values.
