All of the trends we’re seeing in customer service can be boiled down to 3 main themes:
· Remove the “pain” from the customer experience
· Be proactive
· Create a personalized experience
Delving deeper . . .
Customers want service their way. Regardless of the demographic or geography voice isn’t going away and is still; the primary preferred method of communication. However, self-service technology like chat and email comes in a close 2nd. This expectation of omni-channel service calls service organizations to rise to the challenge and work to better understanding customer base, and guide them to the best channel based on their on the complexity and time-sensitivity of their question or problem.
A focus on mobile-first interactions will follow as companies expand their mobile marketing, sales and ecommerce mobility strategies in an effort to enhance the user experience. Customer service is no exception. Rather than simply carbon copying their web site in a mobile environment, attention will be paid to efficiently allowing customers to complete tasks that are most important to them.
Proactivity is key! If you’re working to improve their experience an adding new features, channels and methods of communication, by all means let them know. Outbound communications will be used to keep customers engaged and to help gain feedback on preferences and personal service.
Data and analytics will dominate. Organizations will need to anticipate customers’ needs and react accordingly . . . in an instant. This type of proactive engagement can be achieved by monitoring customer behavior on the web and mobile apps, tracking usage and offering assistance when needed. An invite to chat, or a tutorial offered at the right time can give the assistance required and avoid customer frustration.
By being mindful of the customer experience, organizations can craft solutions that benefit both the organization and customers through increased efficiency.
Teltek is a Certified Avaya Business Partner, NEC Dealer, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, DC, Virginia and Pennsylvania