3 Customer service trends providing great customer experiences

Published on 02 June 2015 by in Latest News

In a recent survey by American Express, 63 per cent of customers felt an increase in their heart rate when they thought about receiving great customer service. According to the research 53 per cent of the respondents compared the feeling to that of being loved. The study demonstrated that customers’ expectations have heightened during recent years; they now expect businesses to be able to deal with their customer service queries when and where they want.

numero has taken a look at some customer service trends of 2015 to see how businesses can rev up their current customer service tactics to meet the needs of modern consumers.

iStock 000057956648 Small 300x199 3 Customer service trends providing great customer experiencesMultichannel
In order to stand out from the competition, businesses should make themselves readily available to consumers via multiple channels. With global smartphone use expected to reach two billion in 2015, it is crucial for businesses to adapt to their customers’ communication preferences. Multichannel strategies involve understanding customers’ behaviours and needs across all channels of their journey and offering solutions to their issues. Adapting to a consumers preference is a positive way for businesses to cultivate brand loyalty and memorable experiences.

Advanced social support
Twitter has not only emerged as a social platform for customers to complain, but also as a convenient and easy option to get answers to questions and queries. Around 70 per cent of social customer service enquiries occur because traditional service has failed to resolve the issue. For a huge amount of consumers, Twitter is now the first point of call when needing to contact a business to get a response to an issue. One of the reasons why consumers are drawn to social media is because it offers a convenient one-to-one response to resolve their issues.

iStock 000010052934 Small 300x199 3 Customer service trends providing great customer experiencesWebcam-enabled customer service
According to a study by Gartner, more than 100 of the 500 largest global businesses will introduce video-based chat by 2018. numero believe that video and webcam-enabled chat could be the next channel to provide personalised customer service and meet consumer’s high expectations when it comes to resolving issues or answering questions.

“Video chat provides customers with a richer sense of presence; a personalised experience helping coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner in the report.

Online retail giant Amazon employ this tactic with its “Mayday” button on the Fire Phone smartphone and Kindle Fire HDX tablet. This one-tap application instantly connects users to a customer service representative via use of a webcam. The average response time for the Mayday button is less than 10 seconds.

2015 has seen cus­tomer expectations continue to increase as they expect to be able to com­mu­ni­cate with a busi­ness across mul­ti­ple chan­nels. Convenience is a prime motivation. Creating a more convenient customer experience for users should be a priority for businesses worldwide.

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