Anticipating 2024 Customer Experience Trends
Have you ever wished you could glimpse into the future of the E-Commerce industry to see what’s ahead? Well, consider this your official sneak peek.
With the new year just a few weeks away, it’s time to reflect on the past twelve months and look to what 2024 has in store for us all.
We’ve said many times this year that customer expectations are higher than EVER before, and based on the feedback and data that has been collected from customers, we’ve found that their standards won’t be changing anytime soon.
Naturally, we’ve got customer experience trends on the brain, and to keep your customers satisfied and loyal to your brand in 2024 and beyond, we’re diving deep into a few top CX trends that your E-Commerce business should be prepared for in the new year.
The Top 5 CX Trends Expected To Emerge in 2024
Though your brand may have diehard fans who live and breathe your products and services, maintaining a good customer experience ensures that every single customer service interaction – not just the ones with repeat customers – has the potential to create a lasting connection.
To develop a strategic customer experience, you have to build a thorough customer journey that takes your audience’s preferences into consideration to
align seamlessly with their expectations.
From hyper-personalization and AI-driven insights to the quality of your digital experiences, the top 10 CX trends expected to emerge in 2024 that we’ve detailed below may redefine how E-Commerce businesses connect with their audiences.
1. Leveling Out AI With Human Connection
AI has done its fair share of changing industry standards within the E-Commerce world this past year, but the data has shown that customers still want the human connection from brands.
For example, Qualtrics found that though 73% of consumers are comfortable using a brand’s automated system for simple, transactional activities like checking an order status, only 19% are comfortable using AI-powered chatbots or self-service resources on pressing or delicate issues such as billing or medical concerns.
Therefore, the competitive edge that many brands have developed this past year using AI must consider customers’ concerns in 2024. Otherwise, many customers will likely feel uncomfortable dealing only with AI customer service and choose to work with a different brand entirely.
2. Good Customer Service Outweighs Price
We’ve always been the ultimate hype team for good customer service because we’ve seen firsthand how impactful it is for driving online sales and conversions. So, to us, it’s no surprise that an excellent customer service experience will be an even more significant factor for new and returning customers in 2024.
Even though prices and inflation are at an all-time high, customers have ranked the quality of products/services and customer support as more influential on their purchase decisions than price.
In 2024, the mission for E-Commerce brands will be to streamline customer support strategies and create an elevated customer experience that increases customer retention & drives sustainable growth.
3. Feedback Collection Is Changing
Today, customers are less willing to offer unsolicited feedback to brands – even after a bad experience.
In fact, only 1 in 26 customers will tell a business about their negative experience, whereas the rest will simply leave or switch to a competitor without another word (that’s enough to send shivers up your spine, right?!).
To ensure that customers’ needs are met, E-Commerce brands will have to look to alternative sources (both direct and indirect) to gain helpful feedback and insights, such as:
- Social media
- Product reviews
- Chatbot & live chat logs
- Phone call transcripts
- Shopping & sales data (average spend, etc.)
By looking deeper at how people interact with various customer journey touchpoints, brands can develop better strategies for collecting data that can improve the CX without involving customers who may not be comfortable providing feedback through traditional methods.
4. Digital Experiences Must Improve
To create a well-rounded customer experience, your brand has to meet customers’ needs and expectations on all fronts – not just during customer service interactions.
With more than 263 million (80%) Americans shopping online via websites and apps, which we expect to climb to 291.2 million by 2025, ensuring that your online store & digital platforms are optimized to create a positive and seamless shopping experience is essential.
To properly optimize your online store and any corresponding apps or digital platforms, we recommend:
- Updating your product descriptions to include more detail
- Swapping blurry images for clearer, more accurate brand & product photos
- Making it easier for customers to access their preferred method of support on your website or app from their phones
- Formatting your self-help resources such as a blog, video library, or FAQ page for both desktop & mobile
5. Omnichannel Support Is Key
Omnichannel is truly the gold standard for customer support, but the stakes for consistent communication will be even higher soon. In 2024, customers won’t just expect an omnichannel customer service experience – they’ll demand it (rightfully so) and be willing to leave if the quality of communication isn’t up to their standards.
After all, none of us like to repeat ourselves, particularly when resolving an issue with a product or service we’ve purchased.
According to Forbes, next year, customers who need support “will no longer find it acceptable to have to give their story to a chatbot, then to a customer service agent, and then again to technical support.”
Therefore, it will be up to brands to implement the proper tools and software into their omnichannel customer service strategies to track interactions and eliminate the need for customers to repeat their issue or story to multiple agents (human or otherwise!).
Elevate Your E-Commerce Brand’s Customer Experience In 2024 By Partnering With TalentPop
A quality customer service experience is the foundation of any successful E-Commerce brand. At TalentPop, we know what a delicate balance it is to keep up with customer experience trends without letting the quality of your support lapse while you piece it all together.
Rather than relying solely on your in-house teams and risk burning them out, outsource customer service to TalentPop to elevate your CX in the new year.
We train each of our skilled customer service agents in the top E-Commerce tools and software, and with our super-affordable pricing model (as low as $8/hour per agent), we make it totally easy & stress-free to scale your level of support up or down as needed.
Plus, your dedicated Customer Success Manager will be by your side along the way to help oversee your team and ensure there are never any gaps in your support coverage.
If you’re ready to elevate your brand’s CX in the new year, schedule a call with us today – we can’t wait to show you how we can help!
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