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11 March 2015

The Future of Customer Service: Key Points

This post is also available in: Spanish

We have often spoken of customer services including, how to manage customer services, how to improve marketing aspects, the processes to follow and even how to avoid customer loss.

However we have not yet mentioned the changes customer services will endure in the near future (or is already enduring), the direction it’s going or the key factors to understanding the reasons behind these trends.

ATC-infographics

PROACTIVITY

Leading companies are enhancing their customer call strategy with outgoing and proactive notifications. These communications provide personalized customer experiences that increase customer satisfaction and loyalty in addition to reducing the volume of incoming calls.

DATA

The data collected in the productivity section mentioned above, enable us to provide these customers with offers which are much better suited to their needs and support services if required.

Indeed, nowadays we have an immense amount of data at our disposal which keep us inundated with customer information. Big Data provides us with in-depth knowledge using good analytics which combine data from different sources and benefits from multichannel customer service. Establishing and analyzing metrics in the long term could help to establish which improvements to make.

HUMANIZATION

Human capital is paramount. No one likes to be served by machines and interaction with automated phone systems that keep us hanging on is enough to drive anyone mad. It is fundamental to have qualified and empathetic people with good business sense. The ability to emotionally connect with customers is just as important as resolving their queries.

TECHNOLOGY AND CLOUD

“15% of organizations have already replaced all or most of their on-premise customer service applications with software-as-a-service (SaaS)solutions; and 24% complement their existing solutions with SaaS”.

Forrester

Everything points to an increase in Cloud usage due to cost savings and its compatibility to different devices and multichannel possibilities which we will mention next.

MULTICHANNEL

Customer service options are multiplying as consumers want to be able to communicate with customer services in all possible ways and expect the same quality of service regardless of which channel they choose to use. Multichannel customer service demands a collaborative work strategy between various departments. An effective company will aim to guide its customers towards the most used channel to focus their efforts and achieve a more efficient service.

MOBILITY

The use of mobile devices has surpassed the use of fixed devices in terms of Internet connection. Furthermore, mobile devices are also used for communication with customer services, as customers who make a purchase using their Smartphone or tablet will expect to receive their after-sales service on the same device. Thus, another pressing challenge is to perform effective transactions from customer service to mobile devices.

To conclude, the trends in customer service seem to be increased humanization and also increased technology. Although it may appear contradictory, technology is used to monitor consumer replies and acquire customer information in order to make better offers whilst humanization develops direct live contact with customers. By combining these two factors we can achieve greater effectiveness and a reduction in customer loss.