Derek KnoppEcommerce Lies in Intuitive, Empathetic Experiences: 6 Support Trends to Adopt
Trend #1: The Rise of Intuitive AI Assistance
Chatbots and virtual support agents once focused squarely on containing costs through automation. But sterile bots stuck regurgitating FAQs not only aggravate customers, they erode brand quality perceptions that damage growth.
Benefits
- 91% find AI improves user experience
- 30% greater perceived brand quality
- 38% escalation rate reduction
Such holistic, helpful support conveys care beyond transactions that earns trust and retention.
Trend #2: Preemptive Issue Resolution
Yesterday’s customer service reacted to problems but forward-thinking brands now predict them. Harnessing data analytics, they map common pain points and journey obstacles then intervene proactively.
Whether order tracking updates or personalized recommendations when preferences align with new offerings, this reduces friction while increasing relevancy and personalization. Customers feel genuinely cared for, driving reciprocal loyalty beyond expectations.
Benefits
- 76% satisfaction from proactive notifications
- 62% more likely to make additional purchases after issues preemptively resolved
- 23% increased average order value through predictive preferences
Trend #3: Omnichannel Alignment
Channel choice exploded with web, email, social, voice and chatbot options. But disjointed experiences that force repetition across touchpoints only frustrate customers. Siloed systems prevent continuity eroding efficiency and satisfaction.
Platforms like Zendesk however fuse data flows across devices to sustain conversations seamlessly. Customers begin inquiries on web chats, receive order updates via SMS and confirmation emails with nary a hitch across their preferred avenues.
Benefits
- 33% quicker issue resolution
- 28% increased customer satisfaction
- 15% greater brand loyalty
Now that’s the ease and convenience that earns business in an omnichannel era.
Trend #4: The Personal Touch
As automation rises, the uniquely human skill of forging connections becomes more valuable than ever. Emotionally intelligent interactions that convey genuine care, understanding and good old fashioned warmth build bonds bypassing superficial transactions.
Whether using individual purchase history to tailor recommendations, addressing customers by name or simply inserting thoughtful personal touches throughout communication, the personal touch pays exponential dividends.
Benefits
- 94% find personalization appealing
- 38% willing to spend more with personalized brands
- 52% loyalty increase through personalized rewards
Relationships fuel referrals and retention while distinguishment attracts new converts – now that’s a winning personalization strategy.
Trend #5: Customer-Powered Support
Rather than handling inquiries alone, savvy brands empower users to support each other through community forums, peer-to-peer assistance and curating user-generated content. This amplifies reach and engagement while building authentic advocacy.
Incentives encourage contributions – whether points and badges or public praise and promotion. Knowledge bases display related suggestions alongside FAQs and chatbots link relevant forum threads. Soon support becomes a collaborative effort where customers feel invested in collective success.
Benefits
- 73% find UGC more influential than brand claims
- 38% have made purchases influenced by online reviews
- 62% increased likelihood to purchase after joining brand community
Talk about customer-centricity; this peer-powered approach gives users ownership in exceptional experiences that drive tangible returns through curated social proof and camaraderie.
Trend #6: The VIP Treatment
With support experience firmly linked to sentiment and spend, loyalty programs progressed past points to provide privileged assistance. Concierge services grant high-value customers tailored guidance from dedicated reps with priority inquiry routing and exclusive offers as thanks for their continued commitment.
VIPs receive invites to limited events, early access to new collections and even birthday extras like complimentary expedited shipping. Such recognition and personalized perks strengthen perceived status and affiliation beyond discounts alone.
Benefits
- 25% increased spend from loyalty program members
- 31% higher repeat purchase rate
- 38% greater yearly transactions
Now that’s how to double down on directing delightful experiences to your brand’s biggest advocates – through service experiences as memorable as the products themselves.
The Future of Support is Now
The brands that recognize service as the new battleground for ecommerce dominance will claim market share through value-driven transformations. Thoughtful chatbots, preemptive care, emotionally intuitive guidance and peer-to-peer forums grant competitive differentiation beyond functionality.
So meet your customers where they are, understand underlying needs and connect authentically even during scripted scale. Personalized interactions, community empowerment and relationship-building assistance convey quality and trustworthiness that win long-term loyalty across demographics. Who is ready to lead support success in 2024?