Customer Service Trends to Watch

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Customer service is one of the most important aspects of an organization, but businesses are only just beginning to use it as a competitive advantage. While self-service is popular, it’s only one part of the bigger customer service experience. Other trends include:

  • Chief Customer Officers (CCOs)
  • Mobile devices
  • In-store beacons
  • Real-time analytics
  • A focus on the customer experience

Self-Service

More and more customers are becoming digital natives. This competence can be beneficial to businesses that offer self-service support. However, it is important for companies to have an accessible advanced search, which will enable customers to solve the majority of issues on their own. Not only does it foster customer satisfaction, but it can reduce costs for the business.

CCOs

Strengthening the relationship with the customer is becoming the purview of the CCO. As a high-level executive, the CCO is responsible for keeping all members of the C-suite focused on maintaining and improving customer service.

Mobile Devices

Mobile devices will continue to overtake more classic devices like home desktops. This not only aids in accessibility, but also means that there will be more data input from smart machines and the Internet of Things (IoT). The traditional creation of applications will need to be overhauled in order to more closely align to mobile use.

Businesses can use this to their customer service advantage by considering mobile first when creating or buying applications. A customer’s previous interactions, information, current location, and interests will enable businesses to make real-time decisions.

In-Store Beacons

There’s a fine line to walk when deploying in-store beacons; too many can cause customers to simply delete the app. However, reaching the right customer with relevant information at the right time can improve the customer experience.

Real-Time Analytics

Understanding customer patterns can be key to providing them with efficient and excellent customer service. CRM companies are beginning to offer applications with real-time analytics and the ability to process big data. Businesses can use this information to analyze customer patterns and find ways to improve, which will lead to happier customers and increased sales.

According to the 2014 CRM/Unified Commerce Benchmark Survey from Boston Retail Partners, real-time analytics are currently used by 22 percent of retailers. This number is expected to grow to 61 percent by 2017. These businesses are showing a focus on the customer experience, which will enable them to continue to be competitive in their industry.

Focus on the Customer Experience

By 2019, the market for customer experience management is expected to reach $8.9 billion. This is a result of businesses turning their focus toward customer service, but there is still a need to improve the experience for the customer.

To maintain customer loyalty, businesses should focus on how customers interact with their products and services, and determine how customer touchpoints can be improved. Loyal customers expect businesses to know their preferences, and by focusing on the customer, businesses are able to make the experience more personalized and trustworthy.

By leveraging these trends to their benefit, businesses also benefit their customers by providing improved service and support. With the use of real-time analytics, mobile devices, in-store beacons, and CCOs, businesses will increase their competitive edge without sacrificing the trust of their customers.

The New Era of Real-Time Communications: WebRTC, IoT, and IT

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shutterstock_247450882In today’s technology-driven world, communicating with people on a global level is becoming as simple as pushing a button. Real-time communications via applications and new technologies mean that users can communicate through video or voice no matter their location.

This is creating a new era in business. It’s expanding the role of the IT department, which is itself becoming more consumerized, and leaning toward business models based on outcome and software. There are a few trends that are exemplifying this new era, including:

  • WebRTC (and other browser-based communication software)
  • Internet of Things (IoT)
  • Expansion of IT

 

WebRTC

Browser-based WebRTC is the next step in real-time communications. Supported by Google, Mozilla, and Opera, WebRTC offers users access to video and voice chat through websites, application software, e-readers, and even home appliances, as long as they have an Internet connection.

Amazon’s Mayday button is an example of WebRTC. This allows Kindle users to easily access real-time communications with customer service representatives. Expanded to regular use in the business world, this kind of technology would allow all levels of a company to access troubleshooting or training on their WebRTC-enabled device – no matter where they are.

WebRTC can also help improve websites by allowing users to quickly and easily speak to a sales representative without having to download extra software. For businesses, this means that customers are able to contact the business in a straightforward and intuitive way, which leads to better customer-business relationships.

IoT

Businesses are also beginning to consider IoT devices – such as smartwatches, fitness bands, and drones – as more than something just for consumers. These devices can also have real-time communications capabilities, with a range of applications within the business world.

A smartwatch may not seem like a beneficial device for a business, but it can be used for many of the same applications as smartphones and other communication devices, including:

  • Connecting with clients and coworkers
  • Contacting field operatives
  • Process management with the business’s CRM system

Further exploration of the capabilities of the IoT will only expand the real-time communications field, leading to more advances in speech recognition, real-time alerts, real-time decision-making, and deep cognitive systems.

IT Expansion

The advancement of technology means that IT departments are no longer confined to internal services. The success of many businesses now depends on their IT department, which should be encouraged to actively work toward helping the business succeed.

The continuing advancement of the IoT means that products and services are fundamentally changed; now design, management, engineering, and operations all need to consider how they are affected by daily technology. Every part of an organization is touched by technology, from the collection and analysis of business intelligence to internal communications to customer service. By working together with the IT department, management can keep up with changing technology and better support business needs.

Real-time communications are a benefit to all levels of an organization, including their customers. Communicating through WebRTC or IoT devices is becoming increasingly accessible and intuitive, leading to more positive interactions. With these continuing improvements and with the expansion of the IT department’s role in the organization, businesses will continue to expand in the new technological era.