A new year means new life and new beginnings and also many predictions about what to expect in the months ahead.
So, we could not refrain from proposing to you predictions about customer service that we hope will help you to define your 2014 strategy.
In 2013 many brands realized the need to provide customer service across social channels and in 2014 social customer service will no doubt become an urgency. We will see the growth in social and community alongside webchat as a means to serve our customers in non-voice channels (Carolyn Blunt)
The key to doing all of this successfully will be the technology. In 2014, businesses will keep investing in efficiency, by looking for improved processes and resources, superior technology and better staff education. Professionals will continue to highlight best practice and top performers, since customer and employee engagement will ensure competitive advantage.
In order to achieve true multichannel experience, we will see a closer working relationship between sales, marketing and customer service. Companies realized the need to focus marketing about ‘helping’ rather than pushing, so customer service’s role will increase in 2014 and over the next years.
Cloud technologies will gain traction in 2014 beacause they will give smaller organizations access to the latest contact centre tools and will help to boost their performance.
By 2015, the marketing budget allocated to increasing loyalty through customer service will more than double and 70% of businesses are going to use social media as part of their customer service programs (Aberdeen Group).
The customers of 2020 will be more informed and in charge of the experience they receive. They will expect companies to know their individual needs and personalize the experience.They will expect companies to proactively address their current and future needs (Customers 2020 Report).