Are you looking to learn more about what’s in stored for the customer service industry this 2016? You’re in the right place!
Several industry experts have predicted a number of trends that might outline the course of 2016.
Let’s take a glimpse at how things might pan out for the customer service realm for the rest of the year.
1. A call to optimize multi-channel support systems
Customers are constantly demanding for a flawless experience. With the rise of multi-channel support systems, customers are given a variety of options on how to contact a service provider.
However, statistics show that 87% of customers believe that brands should continue to improve their multi-channels. When a customer doesn’t get his/her problems solved using the first channel, they will resort to switching to another channel. Given the hassle, customers feel unmotivated to pursue for resolutions.
Aberdeen reports that companies that provide consistent multi-channel support can retain an average of 89% of their customers.
As strategies continue to diversify, it still boils down to keeping the service quality a cut above the rest.
2. Mobilize the customer experience
SMS is slowly capitalizing the communication lines. Over 91 percent of the adult population across the world owns a mobile phone. If you want to learn more about this, check out this comprehensive slideshow prepared by Benedict Evans.
However, even if this trend has been readily available over the years for service providers to take advantage of, 90% of customers have been complaining about their experiences on SMS support.
Now more than ever, it’s time to tweak and revamp this convenient mode of channel of communication as to elevate the whole customer experience. It’s 2016, and the need for SMS resolution is not about to die out any time soon.
3. The Power of Voice remains strong
In spite of eyes being locked on the computer screen and fingers scrolling through touch-screen phones, the need for voice interaction has never depreciated over the years.
With the rise of self-service tools, it is pretty much easier for customers to troubleshoot problems on their own. However, there are times when self-service tools will not suffice. An infograph prepared by Parature reveals to us that 81 percent of customers prefer phone calls over other channels of communication.
4. Information should be put into good use
Unfortunately, 96% of companies feel that they fall short with their ability to utilize customer information, according to Aberdeen’s Big Data in CEM.
As the nature of customer data starts becoming more complex than just basic knowledge, it has been challenging to extract meaning from the wealth of information. One question that needs to be answered for this year is how business are going to maximize the use of their generated data?
Fortunately, there are tools such as Powerful Analytics that will aid you in further understanding your customer.
Customer preferences, wants and needs have been constantly shifting over the years. The demands have not mellowed down into a palatable scheme. But this is not at all discouraging. It opens opportunities for companies to commit in taking the customer experience to a whole new level.
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Photo courtesy – © Ivelin Radkov / Dollar Photo Club