Observed Signal · Feb 6, 2024 · Industry Insight · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Customer Support in 2024: Definition, Importance and 5 Key Strategies
Customer support has evolved from traditional face-to-face and call center interactions into a central pillar of customer experience (CX), according to CMSWire's February 2024 analysis. The article defines modern customer support as assistance delivered across phone, email, live chat, social media and in-person channels before, during and after purchase. It highlights the growing role of artificial intelligence, chatbots and automation in providing 24/7 service and personalized interactions, while emphasizing empathy, active listening and continuous staff training. Experts from UJET, Blue Orbit Consulting, UpCity, Pink Lily, TTEC Digital and Million Dollar Sellers contribute perspectives on omnichannel strategies and feedback-driven improvement. The article cites Statista data showing 56% of US consumers raised service expectations in 2022, and a Microsoft report indicating 61% of customers abandoned brands due to poor service. Five essential strategies are outlined: omnichannel support, empathy, training, AI adoption, and implementing customer feedback.
Provides a comprehensive overview of customer support trends and AI integration strategies relevant to CX and MarTech professionals, though it contains no breaking news or industry-shifting developments.
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Key Takeaways & Evidence Grounding
- CMSWire published the article on February 6, 2024.
- A 2022 Statista survey found 56% of US respondents had higher customer service expectations than in 2021.
- 94% of survey participants said a positive customer service experience made them more likely to purchase from a brand again.
- A 2018 Microsoft report found 61% of customers stopped doing business with a brand due to poor customer service.
- The article outlines five essential customer support strategies: omnichannel support, empathy and active listening, continuous staff training, AI and automation, and customer feedback.
Connected Companies & Entities
3 Entities mapped“Tom Lewis, SVP and head of consulting at TTEC Digital, a contact center solution provider, told CMSWire that it's important to combine the t...”
“A 2022 Statista survey revealed that 56% of United States respondents had higher expectations for customer service than they had in 2021....”
“A Microsoft report titled 'State of Global Customer Service' indicated that 61% of customers ceased to do business with a brand due to poor ...”
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