6. Double down on self-service

Customers are becoming increasingly more resourceful, and they want brands to respect this as they figure out ways to serve them better.

Ashley Kimler of CopyNoise explains:

“Customer service channels have been overwhelmed to the point that consumers are starting to expect waits. But, because of the experience provided by companies like Amazon, customers know that they don’t have to wait for a representative to initiate returns, refunds, or to have their questions answered.”

If customers don’t want to wait around for a brand to help them, they will seek a fix to their problem independently. Brands that make it easier for them to do this will reap the benefits.

What to do:

Many of the problems customers face are easily solvable; they just don’t know where to look.

Invest in creating a knowledge base or FAQ section that provides answers and walkthroughs to the most common issues your customers face.

If you’re an eCommerce brand, you can also make it easier for your customers to do things like repeat their orders or process refunds without having to speak to anyone.