What does good customer service really mean today? 🤔 This guide shows you what customers expect and practical ways to provide it in your business.
In 2025, good customer service is all about personalisation, quick support, and integrating technology with a human touch. Companies are using AI and automation to improve response times and handle routine inquiries, but empathy remains a critical skill.
“Creating wow-experiences in every customer encounter has become a trend in customer service” says Jenni Jokiperä, Director of Customer Experience at Enreach for Enterprises.
This involves going above and beyond to exceed customer expectations in thoughtful and meaningful ways, like providing a bespoke solution, sending surprise loyalty rewards, or including a personalised video message from the team.
Maie Falck, Senior Support Specialist at Enreach for Enterprises says she’s motivated every day to help our customers because she gets “immediate feedback from customers. I like to help people. It's really nice when people can get on with their work after a challenge.”
That’s especially true for B2B customer service, where you can establish a relationship across multiple touchpoints. She says: “On the B2B side, you get to know your customers, which makes collaboration smoother. The customer is the most important thing. We wouldn't have a job without our customers.”
When customers feel that a company knows them and cares about their individual needs, they’re much more likely to remain loyal and become advocates for your business.
Use CRM systems and AI-driven tools to provide agents with real-time access to customer data. This can inform them about the customer’s last interaction, preferences, and potential issues.
Divide customers into different segments based on their behavior, needs, or demographics. This allows for more targeted and relevant communication. For example, making specialised offers or information that pertains directly to a segment’s known preferences.
When your customer has a problem at 2 AM, do they feel stuck waiting until the morning, or can they solve it themselves right away?
And when there's a real crisis, do they have to fight through layers of automation? Or do they quickly reach someone who can fix it?
Finding the right balance matters. AI and automation keep service fast and available around the clock, but customers want to choose when to handle things on their own and when to talk to a real person.
Customers are increasingly comfortable handling simple tasks themselves, like checking an order or updating their account. But for big decisions, complex issues, or sensitive matters, they want to talk to a real person.
Nobody wants to discuss a billing dispute with a chatbot or handle a service crisis through automated responses.
The key is knowing when to offer which option:
In a world full of similar offerings, genuine, one-on-one service sets your brand apart. At Enreach, we see these moments as opportunities to sprinkle a little magic into each customer experience.
Here’s how you can bring this vision to life, one step at a time:
Good customer service isn’t a department, it’s a culture. From the CEO to the newest hire, everyone should understand and practise the principles that make your customer service exceptional.
Let your team make real decisions. Scrap the script and trust your team to interact in a way that feels genuine and personal. Empower them to make judgement calls that can turn routine interactions into memorable moments.
Anticipate customer needs and issues before they arise. This could be through predictive analytics, customer history, and attentive listening. It can even eliminate the need to call customer service in the first place.
Speed matters in customer service. A swift response can turn a negative experience into a positive one. Even if you don't have an answer yet, let the customer know you're working on it. Keeping them informed shows you care.
Train customer service representatives in customer service skills like active listening and empathy. Acknowledging emotions ("I understand how frustrating that must be") builds trust and strengthens customer relationships.
Enhance your service with self-service options and 24/7 support. Implement user-friendly FAQs, intuitive troubleshooting guides, and interactive chatbots that provide instant answers.
Tools like CRM systems provide valuable customer insights and their data can power smart IVRs, so customers reach the right agents faster. But they should be used to enhance personal connections, not automate them away.
Dive into the metrics that tell stories—satisfaction scores, retention rates, and yes, even complaint resolutions. Let these guide your strategy and shine a light on what’s working.
The more intangible, emotional, and long-term aspects of great customer service are challenging to measure precisely.
But there are many valuable customer service metrics that you can—and should track:
Other metrics like customer churn rate, ticket volume, and resolution rate can also provide insights into the quality of your customer service. Measure key aspects to understand where you excel and where there is room for improvement.
Ready to upgrade your customer service? Learn powerful strategies and practical tips to improve your customer service in this complete guide.
Great customer service is expensive. But viewing customer service solely as an expense is a mistake.
As Seth Godin wrote: “Great customer service is a growth center, not a cost center. It's really that simple.”
Businesses need to view excellent customer service as an investment that drives business growth, rather than just a necessary cost to be minimized.
To boost your customer service team's impact, equip them with basic sales skills. This training empowers them to do more than just solve problems—they can spot chances to upsell or cross-sell when it makes sense.
Plus, giving them access to the latest technology for inbound and outbound sales, integrating with CRM systems, allows them to look into customer histories and preferences. They can then tailor their recommendations perfectly. This turns everyday service calls into real sales opportunities!
To further enhance your team's effectiveness, learn more about 10 key customer service skills and how to develop them.
Today, customers expect to connect with businesses just as easily through phone, email, chat, or social media. True omnichannel support with a unified experience across touchpoints is becoming the norm.
Imagine a customer starts a query on chat and then switches to a phone call. With an effective omnichannel strategy, the agent on the line already knows the customer’s issue and history without any repetition needed.
Ensure that all your communication platforms are interconnected. Use technology that allows data to flow freely between channels so that customer information is always current and complete, no matter where it’s accessed.
Implement a CRM system that not only stores customer data but also updates it in real-time across all channels. This way, every customer service agent has the most up-to-date information at their fingertips, reducing errors and saving time.
Curious how to implement this? Here's how to succeed with omnichannel customer service using proven strategies.
Packed with tips on emotional intelligence, omnichannel experience, and AI implementation. Consider it your roadmap to outstanding customer service.