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The evolution of customer service

Feb 03, 2021

The evolution of customer service

It’s no secret that customer expectations have changed. With consumers expecting information at their fingertips no matter what, waiting is no longer even considered a plausible option by many. The development of digital technology has come with a change in consumer demands, with real-time availability being manifested by many.

This is supported by Toiser data who in their research found that even within a year, people’s expectations had risen exponentially. Within the last year, there was a 10% increase in people who expected a response to their email within 15 minutes. Similarly, HubSpot research found that a shocking 82% of consumers expected an immediate response from brands on marketing or sales questions.

However, this has certainly not rendered phone calls void but in contrast, this has increased the absolute necessity of businesses answering the phone promptly and ensuring that the phone never goes unanswered. Similarly, live chat is expected to grow by 87% within the next year. Live chat allows customers to connect with your business at the click of the button eliminating all waiting times and therefore becoming an essential part of modern business.

Although there have been a few companies that have changed their business model to keep up with the fast-paced trend, this is not the case for the majority. Many businesses face the pressures of being unable to meet these hefty demands, and in turn, are left lagging behind. Being unable to keep up with this demand may mean a loss in opportunities for some businesses with customers flocking to competitors instead.

If you feel like you’re struggling to keep up with these evolving standards (or you’re simply just overwhelmed with too many calls!) The good news is that we’re here 24/7 to lighten the load. Just contact us on 020 3929 3700 to find out more about us and we can support your business!

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