$41 billion—that’s how much US companies stand to lose because of poor customer service, according to a new study conducted by NewVoiceMedia.
And if that figure wasn’t alarming enough, San Francisco startup Zendesk reports that 82% of customers will actually stop doing business with a brand or company because of bad customer service.
Is this something that you should be worrying about?
Take a step back and really assess the effectiveness of your customer service solution and experience.
Does your customer service solution:
- Keep up with the changing needs of your customers?
- Allow you to communicate using the mediums your clients are asking for?
- Provide you with the analytics and performance metrics that matter?
Here are four call center trends that are sure to shape your customers’ expectations in 2016 and beyond:
1. Multi-channel customer communication
It’s not enough to simply be available via voice or email—these days, customers will want to get in touch with you via web, chat, phone, email and text. And each platform should offer them a great customer service experience.
2. Businesses are continuing to flock to the cloud
Cloud-based contact center solutions will become the preferred platform for many companies in 2016. Already, 18% of call centers have shifted to cloud-based solutions by the end of 2015, and this number will continue to climb at faster rates.
3. Video will become a key customer service strategy
Amazon has been an industry leader since inception with innovations from the datacenter to customer experience and has once again set a new bar—this time for customer support.
Amazon’s Mayday, “is available 24 hours a day, seven days a week, 365 days a year for free. Throughout your session, you will be able to see your Amazon Tech advisor live on your screen, but they won’t see you.”
Currently, video chat makes up less than .2% of contact center traffic, but you can bet that’s going to change really fast.
4. Social media will become legitimate platform for customer support
These days, customers expect to find businesses on one or more social media outlets. And while a meager 3% of companies make it a point to communicate with their customers using social media, it won’t stop them from making their satisfaction or dissatisfaction about the brand known through these channels. A basic rule about your customers: reach them where they already hang out—and that includes social media.
Ready to give your customers a better customer service experience?
As with most solutions, there’s no replacement for research and planning. Whether you need a company-wide unified communications solution, customer service solution or advise on cloud strategy, INW is here to help!