Dana Sullivan Kilroy is a communications professional with more than 20 years of experience delivering compelling content. Her work has appeared in national, award-winning publications and sites, including: The New York Times, The Los Angeles Times, The Wall Street Journal, USA Today, and Fast Company, Inc.
How does your business handle customer service inquiries? Do you rely on a call center? Use Twitter or Facebook or a service like ZenDesk or HelpScout? All of the above? Did you know 70 percent of customers now expect a to find self-service customer support options on a company's website? And did you know that by 2020 85 percent of business relationships will be managed without human interaction (not necessarily a good thing!).Here's a look at some other customer service trends.
1. Self Service will be Priority
Consumers appreciate being able to find answers to their questions and concerns (using forums, for example).
2. Omni-channel is Here to Stay
Between social platforms, mobile apps, text messaging and email, customers have more ways than ever to connect with brands. It's harder for brands to track how people are accessing them, and it's important to have a presence on several channels.
3. Mobile Will Rule
If your website and content aren't easily viewable on mobile, make addressing these issues a priority. According to one survey, only 10 percent of customers have had a good experience seeking customer support on mobile so even "contact us" forms must be mobile friendly.
4. Internet of Things Will Explode
The IoT -- a network of objects that collect and exchange data (for example, home appliances) and allow consumers to search for information online -- is only going to grow.
5. Social Media Customer Support is Here to Stay
As customers realize they often get quicker responses on Facebook or Twitter than do doing via telephone or email, they're using social platforms more often.
6. Analytics Will Power Customer Experiences
"It's not about making big data bigger, but making it more useful and able to anticipate and deliver superior experiences to customers," says Victor Milligan, Forrester Research CMO.
7. Wearable Tech is on the Rise
Wearable devices give retailers an opportunity to offer personalized customer service.
8. Incorporating Social Responsibility in Customer Experiences is Expected
Millennials, in particular, want to patronize brands that are socially responsible.See details about trends in customer experience in the infographic from The Service Manager.
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