Trends that Will Define Customer Support in 2021 | SolbegSoft

Trends that Will Define Customer Support in 2021

December 31, 2020
    Companies are investing heavily in improving the quality of customer support. Currently, innovation in customer experience trends has become as important as innovation in products and services. No longer can the companies be profitable by simply being reactive.

In order to be proactive, companies must utilize emerging trends in customer service in the market. This is obviously easier said than done. Many leaders believe their efforts have exceeded customer expectations whereas, a maximum of the customer experience leaders consent that their companies will compete on experience in the new few years.

Some of the customer service trends that companies can currently rely on include, but aren’t limited to:

  • Data analytics (especially predictive analysis)
  • Cybersecurity to keep user’s data safe
  • Augmented reality to make things fun
  • Round the clock live chat customer support
  • Omnichannel support (social media, email, etc)

By leveraging these customer support technology trends, many companies are indeed making giant leaps in customer experience. Of all these trends, the prime focus should be on omnichannel support since customers now expect to get help over email and social media platforms.

Omnichannel support

Being omnichannel is an emergence of new trends in customer service. Gone are those days of contacting the company in two ways: (i) phone (ii) fax. The latest customer service trends allow you to choose your own pick to connect with the support agent – phone, email, live chat, SMS, and social media, etc.

Following the omnichannel customer service trend, companies can create a seamless customer experience and gain maximum customer satisfaction.


    High business performance with on the go customer service Providing real-time assistance via voice and video chat Fetch in-depth insights on customer profile Make availability across various channels

Streamlining the customer information and messages across multiple channels so that you can provide exceptional service to your customers. The customer support team can easily handle customer conversations through various channels from one roof.

Real-time assistance with co-browsing and video chat

Advanced technology and new marketing strategies have offered a number of ways to connect with the consumer and help them to know the products or services transparently. But what if the customers are on your website browsing the services or the pricing page prior to the final purchase.

Video chat or live chat is the right way to guide the customer with his queries and help him to walk through the services and provide accurate information via real-time support. Including real-time support to the customer service trends of your company will benefit you in many ways.

Highlights of Real-time support:

  • Instant resolution of the customer queries and problems
  • Saves plenty of time for the agent and the customer
  • Maximizes chances of conversion of sales
  • Simple usability for the customer
  • Escalates customer engagement and satisfaction


Mobile is becoming not only the new digital hub but also the bridge to the physical world but is also amongnew customer service trends 2021. That’s why mobile will affect more than just your digital operations — it will transform your entire business.

Mobile channel plays the main role in customer success and efficiency of your customer support team. Resolution of the issues through the phone is a great indicator of customer satisfaction. It develops customer loyalty and rapport with customers.

Automated self-service

Often the quality of customer support offered by the support team determines the product image. Automation leads to maximization of the efficiency and accuracy of your customer support team, at the same time minimizes the response time and escalates customer satisfaction.

Automation can be an important customer self-service trend that can not only improve customer service experience, but also get plenty of time to focus on significant communication with customers for elevating better support.

Time to reconstruct customer service technology trends to stay with a good rapport in the market. According to Gartner Report, “85% of customer-brand relationships handled by customer support experts by 2021.”

Customer service as a part of the company culture

Good customer service is one of the key ingredients that impact business growth else it may be left behind. Effective customer service along with customer data collection is imperative to achieve growth in the revenue, gain market share, etc.

Support automation with AI chatbots

One of the most anticipated customer care trends is the growing use of bots to manage customer support at scale without a human touch. The emergence and continuous rise of customer service bots or chatbots authorize organizations to provide a gateway for round the clock support via automated replies that instantly assists the customer to figure out the technical fault.

Many large businesses have and are looking forward to endorsing customer service future trends in the new year 2021 that will take it to the peak of upgraded trends. Combined with automated workflows and AI, chatbots fuel round the clock self-service action.

Personalization: an integral part of customer care trends

Everyone loves the personalization. It has been adopted by organizations to entice consumers to purchase products and services with personalized offers.

Personalized customer care trends help developing loyalty with customers. Giving customers a chance to choose the way to connect with businesses undoubtedly add value to their experience. It is all about giving a wonderful personalized experience. Personalized support can do wonders for customer retention in the following ways:

  • Engage with customers giving a personal touch
  • Converse with customers using their name
  • Learn customer interests
  • Know their requirements

Every customer expects a business to understand him or her requirements fully and recommend product or service options. By sending proper marketing messages and considering customers as unique individual takes business one step ahead.

Connect via social media channels

Social media channels are the best way to connect with your customers. It is essential to give your company a face on top social platforms in today’s time and deliver prompt social media customer service.

The customer complaints and support requests are intercepted and displayed to the support team on their dashboard. The support team can then contact the customer/ client over the same platform and resolve their queries.

Machine learning

Machine learning, emerging customer service trends 2021 can help organizations in improving overall customer experience. Chat applications powered by artificial intelligence are trending. Large organizations, as well as startups, are leveraging this to reduce costs and improve support for customers.

For instance, live chat support in combination with artificial intelligence bot is a great duo, which has enabled customers to automatically place their orders faster without any human interaction, also cancel orders, or provide special instructions.

Predictive analytics has especially proved to be very effective. Through this, scenarios that will result in support calls can be predicted easily. Implementing machine learning in customer service technology trends will give you a significant difference in business growth.

UX is a key in customer service

The success of your business is determined by the experience of your end-users. User experience matters a lot if you want your business to grow and more customers to visit your website.

As per studies 88% of online consumers hardly choose to return back to the website after a bad experience. Sometimes, you can even associate user experience with customer service. A good user experience meets “the exact needs of the customer, without fuss or bother.” But, to go above and beyond with user experience means creating something that is “a joy to use.

The tools and customer service trends discussed above can make your business highly customer success-driven and make your customer service a true differentiator factor for you.


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