{"id":4123,"date":"2021-08-09T09:00:00","date_gmt":"2021-08-09T07:00:00","guid":{"rendered":"https:\/\/www.sortlist.com\/blog\/?p=4123"},"modified":"2025-08-06T09:31:41","modified_gmt":"2025-08-06T07:31:41","slug":"customer-service-trends","status":"publish","type":"post","link":"https:\/\/www.sortlist.com\/blog\/customer-service-trends\/","title":{"rendered":"The Latest Customer Service Trends for 2021"},"content":{"rendered":"

At the beginning of this year, some trends were already announced in the customer service field. <\/p>\n

This article will look at how realistic those predictions were<\/mark><\/strong> and what we can expect from the rest of this year<\/mark><\/strong>. <\/p>\n

What are the latest developments, which (former) trends can we say goodbye to, and what do we expect in the future? <\/p>\n

We will discuss this in this all-encompassing customer service article. We will start immediately and update you on the latest trends here. <\/p>\n

You probably already know what good customer service<\/em> consists of. So let’s go straight into this year’s trends and the future.<\/p>\n

Improve Customer Loyalty<\/h2>\n

Customer service departments are increasingly seen as profit centers instead of cost centers. This means that a customer service department no longer exists to solve problems and generate income.<\/p>\n

\"customer<\/p>\n

This can be done, for example, by upselling. Relationships with existing customers are optimized with a proactive approach. For example, interactivity<\/strong> and communication<\/strong> are improved to provide a better customer experience.<\/p>\n

Research has shown that loyal customers spend up to 30% more than new customers<\/em>. Investing in your existing customers is, therefore, a lot more interesting than spending a lot of money on new customers for whom it is not yet sure how much they will spend.<\/p>\n

If all goes well, you already have a profile of existing customers, so you know what to capitalize on. By thinking along with your customers as a customer service representative and building a good profile of wishes and previous purchases, the customer will trust you and think of you for the next purchase.<\/p>\n

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A satisfied, loyal customer will also start recruiting new customers for you. For enhancing your online presence and serving these loyal customers effectively, consider working with the best web design company in Dubai<\/a>.<\/p>\n<\/blockquote>\n

\"customer<\/p>\n

The Rise of Voice Search<\/h2>\n

Searches are increasingly happening through the use of voice. <\/p>\n

Although a few years ago at Sortlist, we already saw how the spoken word in apps and on websites became more and more important, we see as a customer service trend for the coming years that “voice” will become bigger and bigger. <\/p>\n

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\"voice<\/figure>\n<\/div>\n

This means that customers will increasingly be able to communicate on a website by using their voice. Voice searches are already quite a thing on Google, but in the future, we expect links on your web browser and a chatbot <\/a>that responds with customer service phrases<\/a> to spoken messages from the website visitor.<\/p>\n

The possibilities of voice solutions are expanding. There are already chatbots that can automatically convert voice messages into written text,<\/span> and we expect that more and more companies will start processing voice commands. <\/p>\n

The big difference with telephone customer service is that the website visitor does not have to do any additional action<\/span><\/strong>. Think about typing in a phone number or searching for the phone.<\/p>\n

The Growth of Omnichannel<\/h2>\n

A trend that has been around for a while but one that we can expect to see more and more of in the future is the creation of an omnichannel<\/a> structure. <\/p>\n

This means that you offer a customer experience where your customers can reach you in their preferred way. <\/p>\n

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You create an omnichannel culture by using one platform where all your questions and customer interactions come in. <\/p>\n<\/blockquote>\n

If a customer tweets something or sends an Instagram<\/a> DM, it comes in on the same (CRM) system. You don\u2019t have to switch between different platforms anymore. With a unified communications platform<\/a>, you can respond immediately to customer messages from other media from the same CRM.<\/p>\n

An omnichannel culture has several conditions. For example, you lower the threshold for your customers to contact you, making it very easy for your customer service agents or even social media operators to respond to questions. <\/p>\n

The result? <\/p>\n

Fast responses and an improved customer experience!<\/p>\n

Less Traditional, More Digital<\/h2>\n

With working from home as the new norm, more and more people and, therefore, customers have found out about the convenience of home shopping. <\/p>\n

This means that more and more companies are also shifting to digital. For example, there is a massive growth in online product videos on Youtube and instructional clips. <\/p>\n

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