It’s not a secret that self-service was a huge trend in 2015. Self-service is especially important to millennials. Millennials have been taught to go online to get responses to their questions and concerns so waiting for a customer service representative to try and fix an issue is unacceptable to he millennial. Technology has shaped the way customer service is today. Four digital trends in customer service in 2015 are self-service online, multiple channels, social media, and big data. Self-service is exactly what it sounds like. It’s where a customer can go online to a companies website and either chat with a customer service agent or research a problem on their own. Having self-service options available to customers has made it so customers get impatient if they have to wait any length of time to get a solution to an issue. Multiple channels has made customer service more challenging for companies. Multiple channels means that customers are reaching out to customer service in many different ways. This could be social media, telephone, live chat, email, or video chat. All of these different channels makes it difficult for customer service to keep customers information all in one place. Companies need to have databases available where all of a customers information goes to one central area. When a customer reaches out to customer service more than once, they expect customer service to already know what the issue is that they are calling about. Social media has set the bar high for customer service because customers expect same day responses. Social media allows for customer service in real-time which means customers expect fast responses. Customer service has come a long way. I will be interested to see what other trends come in the next few years.
Source:
http://orangesv.com/blog/call-maybe-4-digital-trends-transforming-customer-service/
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