[[{"@context":"http:\/\/schema.org","@type":"Answer","text":"<p>Here are the top customer service trends we can expect in the next year:<\/p> <ol> <li>Customer service can save - or sink - a brand<\/li> <li>Silo smashing becomes a requirement to deliver the service customers expect<\/li> <li>The rise of the robot: Automation will continue to improve agents' ability to do their jobs<\/li> <li>Service's new role: Promoting and encouraging sustainability<\/li> <li>Customer service becomes part of the composable business<\/li> <\/ol>","name":"What are 2023 customer service trends","@id":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#Answer"},{"@context":"http:\/\/schema.org","@type":"BlogPosting","about":["Service","http:\/\/www.wikidata.org\/entity\/Q219416","http:\/\/www.wikidata.org\/entity\/Q1060653","https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#BlogPosting#2","Composable Business"],"wordCount":1409,"keywords":["Brand Management","Empathy","Customer Service Trends","https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#BlogPosting#3"],"url":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/","description":"In 2023, customer service will remain a corporate priority as organizations incorporate new tech and approaches to improve service and keep customers happy.","name":"Customer service trends 2023: From ashes of uncertainty, service rises","headline":"Customer service trends 2023: From ashes of uncertainty, service rises","articleBody":"All the volatility of the last three years made customer service more important than ever. Customers leaned heavily on organizations for support, and businesses depended on the loyalty that good service fosters to weather rapid change.In the year ahead, service will remain a priority as customers and businesses continue to face unrelenting pressure with inflation, global conflict, supply chain issues, and ongoing COVID threats.The customer service trends for 2023 focus on the growing role of service in corporate strategies. With an eye on service as a growth driver, businesses will incorporate new approaches and technologies in order to deliver the support their customers need.5 customer service trends in 2023The difficulties faced by customers and organizations in dealing with crises mean service is undergoing big changes. Customer expectations are higher, and technology allows businesses to achieve more with the same resources.So while 2023 might not see any significant easing of complex problems, the opportunities to improve front-line service and make operations work better are huge.Here are the top customer service trends we can expect in the next year:Customer service can save \u2014 or sink \u2014 a brandSilo smashing becomes a requirement to deliver the service customers expectThe rise of the robot: Automation will continue to improve agents\u2019 ability to do their jobsService\u2019s new role: Promoting and encouraging sustainabilityCustomer service becomes part of the composable business\u200b1. Customer care: Service as brand protectorTraditionally, brand protection has focused on intellectual property and product protection. Today, service has a big role as brand protector, actively shielding a company\u2019s reputation by doing the right thing for its customers.The service customers receive affects their perception of a brand, and how likely they are to remain a customer. After all, service is the main point of contact between a business and its customers \u2013 oftentimes the only point of contact.According to a global consumer survey:60% of customers would buy more if a business treated them better62% say that businesses need to care more about themThis represents an opportunity for brands willing to make the effort. Treat customers better and care more, and you\u2019ll have a natural advantage over your rivals.In a world where uncertainty is constant, empathy for customers goes a long way.The economic and geopolitical headwinds that made 2022 so challenging are still blowing. Over the next 12 months anything that strengthens a brand\u2019s reputation in the eyes of its customers will be welcome. If that advantage can be derived from existing infrastructure \u2013 i.e., your service operation \u2013 so much the better.      The undeniable impact of customer service on business success                The impact of good customer service on a business has grown in the wake of the pandemic. Improving service boosts customer loyalty and the bottom line.      2. No more silos: Connected agents, better serviceIn its report, Changes Ahead for B2B Customer Service, Harvard Business Review Analytic Services found that nearly all survey respondents (95%) agreed that customer service is critical for delivering strong customer experience. Most also view service as driving both brand value (94%) and revenue (92%).However, the report also revealed a big gap between what organizations want to achieve with service and what they\u2019re actually achieving. Only 58% are satisfied with the customer service they provide.While 86% of survey respondents think cross-department collaboration is \u201cvery important to successful customer service,\u201d only 53% reckon their organization has this capability in place.That leaves nearly half (47%) that aren\u2019t doing a good job of cross-department collaboration, despite knowing that it matters. Breaking down these silos will be a top customer service 2023 trend.In order to truly help customers, agents need to be connected to the rest of the organization, including sales, operations, logistics and e-commerce. For example, they need to know what interactions the sales team has had with the customer as well as visibility into back-office systems to gain insight into order status, shipping and other details.Quickly connecting agents with the right experts within an organization accelerates resolutions for higher customer satisfaction.How does your customer service stack up to the competition? Find out how top B2B companies are transforming service. Get the study HERE!3. Robots to the rescue Increased automation, potentially involving every part of an organization, is coming. Gartner found that 80% of business executives think automation can be applied to any business decision. That could mean company-wide adoption of automated processes.This is good news for customer service in 2023. The removal of repetitive, mundane tasks helps tackle the enormous problem of employee turnover. Make the jobs more fulfilling and you\u2019re more likely to retain staff.It also makes the job easier. Systems that use artificial intelligence enable agents to find answers fast by suggesting the best people to contact and the next best course of action.This isn\u2019t removing responsibility from agents; it\u2019s giving them more time to deal with complex queries, the sort automation can\u2019t deal with alone, and to spend more time with customers. Customers feel like they\u2019re genuinely being helped and agents get to excel.With AI, we\u2019re heading to a world where problems can be solved in minutes, not days.      Customer service automation in 3 steps with AI and machine learning                Artificial intelligence and machine learning can provide intelligent, personalized customer service automation in three steps.      4. Customer service and sustainabilityWith sustainability becoming a priority for customers, service is poised to help in 2023. Customer service plays a role in promoting corporate sustainability as well as helping customers make eco-conscious decisions.A recent study by First Insight and the Baker Retailing Center at the Wharton School of the University of Pennsylvania found that 75% of consumers polled view sustainability as an important purchase consideration.In addition, top businesses demand sustainable practices from their suppliers. CDP, a charity that helps organizations measure their environmental impact, found that 73% of buyers were \u201ceither currently deselecting, or considering deselecting, existing suppliers based on their environmental performance.\u201dWorking on the front lines, service agents can help promote a brand\u2019s sustainability message and values. Moreover, they can help a brand advance their environmental goals by helping customers make the right choices.For example, agents can guide customers to products that use less energy, or help them make their products last longer through proper servicing. Or they can encourage customers to use paperless billing and support documentation.Other ways that service helps boost sustainability include remote diagnostics and repair, which reduces carbon emissions. Proactive maintenance extends the lifespan of equipment.      How to embed sustainability in your business \u2013 and bottom line                Sustainability can't simply be bolted onto a business strategy. It needs to be embedded throughout an organization. Here are three ways to do it.      5. In 2023, service becomes part of the composable businessCustomer service organizations are well positioned to take advantage of the composable business trend to help them react faster to change.While the idea of a composable platform has been around for a while, the concept of a composable business that can adapt rapidly to new circumstances is a growing trend.Boiling down the basics: a composable business is built from interchangeable blocks that are easily swapped and moved as needed. Those blocks can be anything from entire departments to social media channels to strategies; it\u2019s not so much about the make-up of individual elements, but rather the ability to quickly move them around to create a different business model or way of working.Service can benefit heavily from the composable business approach as it manages constantly changing customer requirements and macroeconomic conditions.The ability to be stay agile and resolve customers\u2019 issues quickly keeps customers satisfied and prevents them from switching to a competitor, which is why 2023 customer service trends focus so much on agility and simplifying processes.      The LEGO effect: Customer service and composable business                More than ever, business success depends on the ability to adapt quickly to changing customer needs and market conditions.      Customer service\u2019s time to shineAs the main point of contact with customers, service is a chance to build, maintain and strengthen relationships. It\u2019s an opportunity that organizations can\u2019t afford to pass up in 2023.Companies that listen to their customers and deliver service that truly helps them will rise to the top. With outstanding CX, they\u2019ll win lifetime loyalty that fortifies a business and ultimately drives growth.  The future of customer service, today.(So you can keep your customers tomorrow.)See the features HERE.\u00a0","dateModified":"2022-12-13","datePublished":"2022-12-13","hasPart":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/12\/Customer-Service-Trends-23-optimized.svg","name":"2023 Customer Service Trends","about":["https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#About",{"@type":"Thing","name":"customer service","@id":"https:\/\/www.wikidata.org\/wiki\/Q1060653"},{"@type":"Thing","name":"Customer service","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_service"}],"height":"3962","width":"800","@id":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#ImageObject"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/02357921ee6ee91d0f4d93dfe5591676?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/02357921ee6ee91d0f4d93dfe5591676?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/","name":"Kirsi Tarvainen","identifier":151,"@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/#Person"},"image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/12\/Custom-Service-Trends-23_FTR-optimized.jpg","height":375,"width":1200,"@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/12\/Custom-Service-Trends-23_FTR-optimized.jpg"},"subjectOf":{"@type":"FAQPage","url":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/","name":"2023 Customer Service Trends","about":["https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#About",{"@id":"https:\/\/www.wikidata.org\/wiki\/Q1060653"},{"@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_service"}],"mainEntity":{"@type":"Question","name":"What are 2023 customer service trends","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#Answer"},"@id":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#Question"},"@id":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#FAQPage"},"@id":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#BlogPosting"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2022","item":"https:\/\/www.the-future-of-commerce.com\/2022\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"12","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/12\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"13","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/12\/\/13\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Customer service trends 2023: From ashes of uncertainty, service rises","item":"https:\/\/www.the-future-of-commerce.com\/2022\/12\/13\/customer-service-trends-2023\/#breadcrumbitem"}]}]