Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting time’ on the phone.

I know I’m biased, but Social Customer Care can be a great way to deliver excellent experiences.

Multichannel Support Can Make It or Break It

Unfortunately, not every interaction is flowers and romance. Especially when customers switch from one support channel onto another, this happy marriage may quickly turn into a nightmare – just like the movie ‘the war of the roses’ with Michael Douglas and Kathleen Turner. So I suggest that you always do your best to prevent bad experiences. They always pollute the whole relationship with your customers.

However, multichannel support is here to stay since customers can choose from a vast array when they need assistance. Whether they opt for traditional (phone, email) or digital channels (social, live chat, instant messaging apps) they have higher and higher expectations. Responses have to be:

• Quick → Customers have become impatient so they expect very fast responses – especially when they use social-mobile channels
• Clear → They don’t want to make efforts to understand what a brands mean. So the latter needs to adapt to that and use an informal tone of voice across social/digital channels
• Results driven → The sooner, the better: customers highly appreciate when brands are able to fix an issue with the first provided response
• Consistent across channels → All information provided to customers needs to be coherent, regardless of the support channel or the agent. Learn more in this podcast interview with Luke Porter (MWS Group).

Let’s meet and talk about it London

Multichannel is definitely an important topic. Nevertheless, there are further customer service trends that deserve equal attention. That’s why I’m inviting you to attend the Customer Service & Experience Summit taking place next September 18 and 19, in London (UK).

This intensive event, organized by Incite Group, will be focussing on five customer service / experience topics:

1. Customer Experience
2. New Technologies & Changes
3. Multichannel Support
4. Social Customer Care*
5. Talent, Development and Training

On the stage, Customer Service Managers of large companies will tell their experiences, including difficulties encountered and the successes obtained. Having already participated in the New York edition, I can assure you that the winning formula for this event is just that: all managers / speakers share their specific experiences. Among the speakers / companies present will be Microsoft, KLM, Google, Levi’s, Barclays, HP, Heineken, Marks & Spencer, Volkswagen, Nokia, AirBnB.

*I will be moderating the panel on Social Customer Care with guests Josef Bergman – Social & Digital Customer Care Lead EMEA, HP and Andrea Finnegan – Global Service Manager, Social Media CX, Airbnb

The Customer Service Summit is a unique event to learn from leading managers how to leverage support to boost business and stay abreast with new customer service trends.

Use the code GENIUS200 to get a special discount for you or your colleagues. 

Over to you

There many customer service trends, since customer experience is becoming a real differentiator. It’s up to you though to understand which ones to dive into and align to YOUR business goals. One thing is sure: those brands that just keep on fighting the ‘price war’ are bound to lose it. Those instead who stand out for customer service will slash competitors.

See you in London in September!

You may also want to read: From Bad to Great Conversations With Customers

Why Great Customer Service is Invaluable In Marketing

How To Manage Customer Service Triggers

Featured image: Copyright: ‘https://www.123rf.com/profile_rawpixel‘ / 123RF Stock Photo

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Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. Paolo has been helping companies to harness digital customer service as a business driver. Founder of CustomerServiceCulture, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan

Latest posts by Paolo Fabrizio (see all)

• Get Your Digital Timing Aligned With Your Customers - August 8, 2023
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• How Do You Fix An Issue With Your Customer? - June 5, 2023