Do you want to know the customer service trends for 2015? The main trend is about dealing with issues early on or preventing them. Also, thanks to the continued use of technology, customer communication is going to continue to improve. Plenty of companies are overlooking these trends, but if you want to be in front of your competition, find inspiration in the following trends published by Forbes.com.
1) Multiple customer channels
In year 2015 about two billion people will use smartphones worldwide. According to a recent study more than 50 percent of customers prefer to text with an agent over other methods of communication. If you want to stay in touch with your customers, you should use cloud technologies and text messages. It will improve your customer service and will increase customer loyalty.
2) Self-service
Forrester survey found that the most used communication channel is self-service. It even surpassed the use of the voice channel. It shows that people do not want emotional contact with the company. They want a simple, self-service way of solving problems. In the case of more a complicated problem, your customers should always have the possibility of connecting with a human.
3) Customer support tools
Customer support tools are absolutely necessary. For example it can involve taking interactions off social media to answer with a private phone call with an agent when necessary. Or you can tweet back to the customer with a link that works only for that customer.
4) Customized content
Future technology will allow companies to recognize when the customer has problems with the product. This situation should trigger sending information directly to the customer which will exactly match his product and his problem. Customers do not only want to have information about what to do if the product breaks, they also want to maximize the product use. The good way is to create a YouTube channel where you can input useful information about your products.
5) Customer service as the top priority
The year 2015 will be the year of customer service. It will be the priority for the company leadership. So there will be huge investments into customer service.
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