In the rapidly evolving landscape of customer communication, businesses are leveraging innovative strategies to enhance the customer experience. As technology continues to advance, companies are able to adopt new approaches that prioritize personalization, self-service options and social media interactions into their communication channels.

These trends not only allow businesses to operate more efficiently but also enable them to cater to the diverse preferences of modern consumers. Recent trends in customer preferences and expectations offer valuable insight into the ways businesses interact —or should interact — with their customers for the best possible outcome.

Personalized Communication

The era of generic communication is fading away as businesses recognize the importance of personalized interactions. Customers now expect tailored experiences that cater to their specific needs and preferences. Personalized communication involves not only understanding customer behaviors and preferences, but also their history with your business.

When a customer reaches out to your business, customer service representatives (CSRs) need to be able to speak to that individual’s experience. While this applies on a macro level in terms of recognizing how long a customer has been employing your business, it also applies on a micro level. Being able to speak to a customer’s recent or even ongoing communication shows them that they’re valued as a customer; forcing them to rehash the same information they already gave to a different CSR earlier quickly leads to frustration and a sense of being just another number.

When you can quickly access a customer’s detailed information, service history and communication records, CSRs are able to provide a personalized interaction. This is particularly important for inspiring customer loyalty and ultimately boosting your revenue. According to AIMultiple, as many as 90% of customers report spending more with companies that provide them with personalized service. 

Self-Service Options

Modern consumers value convenience and autonomy in their interactions with businesses. Self-service options have emerged as a trend that aligns with these expectations. Customers now prefer to find answers to their queries or solutions to their problems without the need for direct human intervention. This trend is reflected in the increasing popularity of knowledge bases, FAQs and interactive tutorials on company websites.

Customer portals are also on the rise in a wide variety of industries, from medical offices to field service businesses. By allowing customers to complete common tasks such as updating account info, scheduling appointments or submitting payments on their own time, businesses provide a modern experience that customers are after while simultaneously minimizing labor hours and service calls.

Even if you already offer some level of self-service for your customers, it’s worth looking for opportunities to improve or expand your offerings. The same study from AIMultiple notes that while 40% of businesses report that they provide sufficient self-service options, over 80% of customers expect to see an increase in their options for self-service actions.

Social Media Response

As online reviews have become increasingly important for field service businesses looking to attract more leads, many businesses have worked to bring in and respond to more reviews, both positive and negative, in an effort to gain traction. This strategy helps to improve user ratings and to establish the responding business as one that hears customer concerns and, when necessary, will take steps to correct mistakes or find common ground with customers.

On social media, however, the numbers reflect a glaring discrepancy between how businesses handle customer comments and how customers expect businesses to address them. Namely, response time.

Social media is an increasingly popular method for interacting with businesses, particularly among younger generations, but studies show that most businesses simply can’t reply as quickly as customers want or expect. AIMultiple cites that in the United States, most customers expect to receive a response when voicing a question or complaint on social media — many of them on the same day. One in five expect to hear back immediately, while nearly one in four expect a response within an hour. All told, 75% of respondents expect the business to reply within 24 hours. While many businesses simply can’t provide coverage to reply to social media queries immediately, seeing the numbers laid out certainly emphasizes the importance of providing fast responses and offering multi-channel communication whenever possible.

In the dynamic landscape of customer communication, businesses must stay attuned to emerging trends to remain competitive and meet the evolving expectations of their customer base. Personalized communication, self-service options and social media activity are not merely trends; they represent a paradigm shift in how businesses engage with their customers.

By embracing these strategies, companies can foster stronger relationships, enhance customer satisfaction and position themselves as leaders in an increasingly customer-centric market. When it comes to ensuring your field service business is ahead of the curve when it comes to mastering customer communication and ensuring customers feel valued during every interaction, WorkWave is here to make it happen. Learn more about Communication Center and start managing all of your customer conversations in one place today!


Brett is a Content Specialist at WorkWave with over a decade of professional writing experience. When he's not glued to his keyboard, he enjoys playing music, reading, playing video games, and just about anything that takes him outdoors.