Customer Service Trends for 2021

How to Meet Rising Customer Expectations in the New Year

Customer service is constantly changing.

As we look back on 2020 and ahead to 2021, we want to uncover the biggest challenges that CX teams have faced in the past year, the biggest areas of opportunity in the year ahead, and how the world of support is changing.

To do so, we surveyed over 1,000 consumers in the U.S. to uncover how what customers want from support teams and how businesses like yours can meet their ever-changing customer expectations.

Sign up to our Customer Service Trends for 2021 report for data-backed insights on how your brand can continue to deliver great customer experiences in the new year and beyond.

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Learn More about Stella Connect

Relied on by service-focused brands around the world

Get real-time customer feedback on agent performance.

Customer Feedback on Agent Performance

Capture customer feedback on agent performance at scale and measure against the KPIs - like CSAT, NPS, and CES. Our clients see response rates up to 10x higher than industry averages, which provides a more complete view of the metrics that matter most.

Supercharge Coaching and QA

By linking QA reviews with customer feedback, you can quickly highlight how your internal quality measures stack up against customer-rated performance. Keep a bird’s eye view of review metrics to help evolve and enhance what quality really means to your brand.

Supercharge your agent coaching and QA processes.
Integrate Stella Connect with whatever CRM your team works out of.

Turnkey Integrations

Stella Connect integrates with all major CRM and ticketing vendors, creating a holistic ecosystem for greater frontline efficiency, quality, and action - all with no interruption to your agents' workflows.

Humanize your Customer Service

Humanize your Service

Grow the human relationship between your customers and your brand with Stella Connect. Using personalized bios and agent icons in feedback requests drives response rates of 10x industry averages.

Uncovering Customer Service Trends for 2021

Download our report, Customer Service Trends for 2021, for insight on how to meet rising customer expectations in the new year and beyond.