The Customer Service Trends Every Business Should Know in 2019

Updated: Dec 28, 2019


Are you ready to be your best self? This may sound like the start to a motivational book, but the truth is, it’s a question we all ask ourselves. Whether it’s your daily organization, relationship or addiction to junk food, we all have room to improve. Your business is no different in that sense. And when it comes to the success of your brand, customer satisfaction is the name of the game. You may be selling the most revolutionary product since sliced bread, but this won’t matter if your customers feel that their voices are not being heard.


customer service trends of 2019

So the million dollar question is: How do I make my customers happy? Well, we’re glad you asked. Everybody knows that great customer support requires a well-organized help desk software and a lot of empathy and dedication. But what makes the difference between good and great customer care is your ability to know and anticipate the market’s needs. From personalization to voice search and data protection, here are the top eight customer service trends of 2019 and how to get them right.


01. Live chat is king


Nobody likes to wait. This shouldn't come as a surprise if you’ve ever counted down for the release of your favorite TV show’s latest season. The exact same concept applies to your customers when they need you to solve a problem they’re having with your product or service. The good news is that you can easily alleviate this pain point by using live chat software. A study found that 52% of people prefer to seek support through instant messaging than phone or email. That number will only continue to grow in 2019. Why? Two words: Instant gratification. In the world of Amazon deliveries and Instagram likes, we expect to get what we want when we want it..


First things first: What is live chat and why do I need it anyways? In a nutshell, live chat allows your customers to engage with you in real time by typing a message that will automatically appear on your desktop or smartphone screen. Having live chat will make you more user-friendly, approachable, and most importantly, appealing to potential clients. Live chat can be incorporated and used on several platforms. There are two platforms every business owner should know about:


Your very own website: Using live chat on your website ensures that you never miss a question or message again. This is all while allowing you to engage with your visitors on-the-go. The results for your business will be stunning, as a study recently found that Wix Chat users saw a 33% increase in bookings and 39% in sales. Adding a chat widget to your site is the difference between meeting customers expectations and exceeding them.


Facebook Messenger: This was released by Facebook in 2011 as a stand-alone messaging service. Ever since, new features have been constantly added, such as labels, analytics, automated replies and more. If you’re serious about engaging with your customers and target audience on social media, then using Messenger is a must.


Want to create an even more user-friendly experience with live chat? Successful users always make sure to provide automated greetings to let their customers know, whenever they’re not online, that you got their message and an answer is on the way. You can also use this feature to stock saved replies to the most frequently asked questions - of course, it’s important not to overuse this option, as your visitors still want real human interaction. Much like a

mouthwatering, decadent chocolate cake, canned replies are best used in moderation. Finally, it’s highly recommended to offer an alternative method of contact for users willing to take some DIY assistance. This is the whole purpose of having a well organized and up-to-date help desk center, filled with resources such as tutorials, guides and FAQ’s. Want more? This guide explains how to craft great knowledge base articles.



2. Social media is here to stay


Fact: Your brand must have a social media presence, especially when it comes to providing quality support. Social media is no longer a trendy new concept, it is a business necessity as 63% of customers expect companies to offer support via these platforms. Furthermore, a presence on Facebook, Twitter or Instagram makes your brand appear more authentic and reputable. This is significant because consumers need to feel they can trust you before they are willing to purchase your product or service.

On top of this, being active (and showing it) on social media enables you to meet your clients where they are at. If they can’t contact you on these channels, which host more than half of the world population already, then it’s time to make a change. Do not make them look for you because they will not search for long. Instead, they will find a competitor who better meets their needs.


social presence of Wix.com as a customer service trend


3. The rise of omni-channel