11 Customer Service Trends That Will Drive Small Business Success in 2020

small-business-marketing-trends

To grow your business, your customer service needs constant improvement and evolution. You may already know that outstanding customer service is the key to a successful business. The customers always have higher expectations for exceptional customer service. With the new decade here, it is essential to give your customer service strategy a boost. You need to follow the latest trends to keep your customers satisfied with your customer service. 



You need to uplift your customer support game, and you need to do it now. The customer's expectation of customer service has reached new heights. In a year like 2020, with countless twists and turns, the most important thing for your business's success is to care for your customers. They are looking for customer service, which ensures their safety during this viral pandemic. It has changed the game of customer service. You need to keep up with the small business marketing trends to drive your business success. Here are the top trends which can help you in this regard. 

1) COVID-19 Has Set Higher Customer Service Expectations

Due to COVID-19, the businesses are offering limited services, which has even made customer service even more crucial. It has set the highest expectations for customer services. You need to try out new technologies to quickly and automatically help the customers. Moreover, you should know the needs of the new customers and how you can adjust to meet them in person or online. Work with your customer to build trust and loyalty for the success of your small business. 

2) Agility in Response Is Important

Small business marketing trends include being agile and responsive to customers. For the success of your business, you need to be proactive instead of reactive. The crisis has pushed us to be in reactive mode. You should take thoughtful action depending on what you know and the customer feedback. However, the customer experience is designed depending on your vision, value, and authenticity.

3) Build Customer Trust

When it comes to your small business's success, you need to make sure that your customer has trust in you. You should adjust your responses depending on the customer's needs. For instance, during the COVID-19, most stores eased up on the return policies because helping their customers was more important than penalizing. Besides, you need to make sure to tell the customer that you understand their needs and will do anything to help them. 

4) Happy Customers Are Critical for Your Business

Happy customers are the result of excellent customer experience. Your customers will be happy with you if you are willing to shift your services to meet your customer’s needs. Make sure you provide your customers with what they are looking for to get the happy reviews.

5) Provide Real-Time Customer Service

24/7 customer support is not a new thing. Customers always look for an immediate response when looking for a service or a product. However, 24/7 live chat is not possible for a small business, but thanks to the outsourcing option and hiring more remote customer service representatives. Small business marketing trends are including this, and more and more businesses are recognizing this. Besides, you can implement chatbots, which will provide a positive customer experience.  

6) Ensure More Self-Help Options

In 2020, apart from 24/7 customer services, the customers look for more self-help options. People usually prefer self-help services over speaking to a customer support representative. That is why the businesses must create more self-service options such as tutorials to empower the customers to solve a particular problem, resource libraries, etc. Moreover, the companies should focus on providing video tutorials, live stream Q&Ns, webinars, and tutorials in an engaging way to deliver the self-help content.

7) Keep Up with The Customer Behavior

When it comes to small business marketing trends, you need to make sure that you keep up with the customers' changing behavior. There has been a massive change since the start of the viral pandemic. The best way to keep up with customer behavior is to keep up with and introduce new ways to do the business.

8) Personalization Option

Personalization is one of the most critical components of customer experience. You can provide the customer with a personalized email marketing. Hyper-personalization is considered the best method for simplifying the conversion channel. 

9) AI-Powered Customer Service

Personal conversations with the customer are essential if you want to build customer loyalty, enhance customer base, boost revenue, and increase engagement. With AI-powered chatbots, your potential customers can get real-time conversations and get answers to all of their queries, even if you are not available.

Your AI-powered chatbot can help the customer to clarify the concerns before buying a product. Moreover, if they are unable to use any feature, the chatbot can help them with that. Chatbots are easy to make, and you can use them on multiple platforms, including your website, Twitter, Facebook Messenger, etc. Your customers will be happier if you have more conversations in your chatbot. 

10) Customer Experience-Driven Service

One of the most influential small business marketing trends includes customer experience-driven services. You need to make sure that your customer has the best customer experience. You should focus on the customer service experience that drives loyalty to the company instead of the product. 

11) Social Media Is More Than Ads

You should go beyond the algorithm and use social media platforms to provide customer service. Social media is not all about ads. These platforms, such as Twitter, Facebook, LinkedIn, let the customers vent about and celebrate business on their networks. To make this successful, you can post your latest features on the feed and let your customers know about it effortlessly. They will know the latest news and features you provided. 

Moreover, you can answer the questions of the customers right on the post and solve their issues. You work hard for customer engagement, such as comments, views, and followers, so make sure to get the most out of it. Small businesses can reach the height of success by following these marketing trends. 

Leave a comment