Customer Service in 2015
Customer Service in 2015 As 2014 wound down, I took the time to pause, and look ahead to what top customer service trends will surface in 2015 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and pre-emptive at best, deeply personalised, and delivered with maximum productivity. Here are 6 top trends - out of a total of 10 - that I am keeping my eye on! Trend 1: Customers Embrace Emerging Channels to Reduce Friction. In a recent survey, we found that web self-service was the most widely used communication channel for customer service, surpassing use of the voice channel for the first time. In 2015, I predict that customers will continue to demand effortless interactions over web and mobile self-service channels. They will also explore new communication channels such as video chat with screen sharing and annotation. Trend ...