Given the unprecedented access to most company reviews, customers should no longer be ignored.
Unfortunately, customer service is mostly characterized by underfunding, disorganization and understaffing.
So, what are some of the key trends that customer service professionals should consider the most as they look forward to an eventful year?
1. Video will remain a mainstream customer service tool.
The massive popularity of online video sites such as Youtube will make it possible for the use of video content to provide customer services.
There are several ways through which this can be achieved; dedicated videos which tell customers how to do certain things, through the integration of special codes in to the website and direct videos which facilitate agent-to-customer interactions.
2. Websites should be optimized for smartphone access.
More than ever before, people now use their mobile phones for various reasons besides the traditionally known ones. With the increased use of smartphones, millions of customers can be reached through their mobile phones by designing websites that are optimized for smartphone access.
3. Using customer feedback to track service delivery metrics.
2012 is set to be the year when companies started working on modalities on offering high quality service delivery and financial success.
Through the use of feedback applications, companies are able to instantly measure metrics to enable them ascertain how effective their customers are in doing business with them. This will enable the business to take necessary steps to tackle customer frustrations.
4. Service delivery through virtual assistance.
In 2012, the gap between the contact center and the web should get much closer. One of the innovative and time tested ways of doing this is through virtual assistance. This innovation provides customer service operations that interact with web visitors, giving them the opportunity to easily navigate the site and share relevant and valued information.
5. The use of cloud computing and technology.
The invention of cloud computing has come as a blessing for businesses in 2012. This technology has played a significant role in enabling contact centers work more efficiently. It has actually helped businesses to strike a balance between the traditional methods and the flexibility offered by cloud computing.
6. Capturing customer voice.
Speech analytics technology has reached a level where it is both affordable and mature. Through the use of this integrated customer service tool, you can easily and quickly determine why your customers are calling, and why you get a sudden rise in customer calls.
With this technology, 2012 is the year to ascertain why your customers are calling and finding a lasting solution to their problems.
7. Social media.
The use of social media is rapidly changing, and this is having positive effects on customer service industry. More than ever before, it is easier for customers to complain about a given company and have their voices heard by millions across the globe.
As such, more organizations are considering establishing social media customer services that will tackle issues raised on such platforms.
Posted: May 7th, 2012 under Call Center, Customer Service, Customer Support, Gwt - GlobalWorldTech.
Tags: Current Trends In Customer Service, Customer Service Issues, Customer Service Standards, Customer Service Trends 2012, Social Customer Service