Due to new technologies and overall advancements, customer service is evolving to a much stronger focus on the customer’s experience. With how far general technology has come over the last decade, the evolution of customer service seems long overdue. So how is customer service changing, and what does it mean for your contact center? Here are some trends that people in the customer service industry need to be aware of in order to stay ahead of the curve.
- Embrace new technological advancements
Technology within the customer service industry is adapting to what consumers want – A guided and personalized experience. By utilizing the new technology that is available, companies will spend less time dealing with problems, leading to a more efficient and pleasurable experience for the customers. These technologies allow customer service representatives to better understand customers through their behavior, history and action. Predictive models can even give organizations the ability to solve potential issues before they happen.
2. Consumers expect quick responses, no matter the time or day of the week
The digital world opened the door for organizations to do business across the globe, regardless of where their customers are located or what timezone they’re in. This is important because consumers have become used to instant gratification and expect to get the answers they need quickly. If these answers are not provided in a timely manner, those customers may go to competitor with their issues or questions. According to influencer and author Jay Baer, 57% of consumers expect the same response time at night or over the weekend compared to a regular work day.
3. All customer service channels are connected
There’s nothing more frustrating than have to repeat a problem to multiple people when contacting customer service. In the past, being transferred meant having to re-explain what’s going on and what you need. Now, customer information can be updated in real-time and synced across all systems and channels, making the information available to any employee handling the call or response. This drastically improves the customer experience and decreases the time spent handling customer issues. Customer data will always be up to date, making obsolete information a thing of the past. Overall, this makes for a more streamlined contact center. VHT Navigator is a tool that helps to manage all of this, no matter the channel, seamlessly.
4. Users guide their own journeys
Customer service interactions will no longer be guided by the rep through blanket questions or generalized scripts. Instead, the customers themselves will lead their own personalized journeys. Reps will have the ability to jump in during pivotal moments along that journey to offer help and assistance.
Contact centers that stay on the forefront of the evolving customer service industry will have a much easier time succeeding than those who ignore it. Social media, expansive internet access and powerful mobile devices give customers easy access to information they need, and as time goes by, more and more consumers will expect this when utilizing customer service. If you are interested in learning more about the evolution of customer service and how to prepare your contact center for the future, contact our experts.