Customer service is, and always has been, at the core of the contact center. For instance, aggregated research shows that 71 percent of customers have ended their relationship with a company due to poor service. Furthermore, 39 percent of customers admitted to avoiding a company for two or more years after a negative service experience. As a result, 62 percent of organizations view customer experience provided through the contact center as a key competitive differentiator.
On top of this, that same research shows that customer service costs companies an average $108 billion each year—boiling down to about $750 per customer. Keeping the aforementioned stats in mind, contact center managers should be vigilant about keeping a finger on the pulse of the customer service industry as it continues to evolve so that they can identify areas of improvement.
To get started, let’s take a look at some of the top customer service trends for 2015, as recently divulged by LiveAdmin:
Mobile: Mobility continues to reign for customer service in 2015. According to LiveAdmin, this year more customers will access the Internet using a mobile device than with a wireless computer. Furthermore, worldwide B2B m-commerce spending is slated to grow enormously leading up to 2016 and is estimated to top $223 billion by the end of next year.
Live Chat: The research offers plenty of reasons why companies should consider adding live chat to their array of service channels. For example, it increases the likelihood of return customers (and hopefully repeat buyers), as 63 percent of customers are more likely to return to a website that offers live chat. Even more, over 60 percent find live chat helpful.
Video: Amazon pioneered this move towards video-centric service with its Mayday Button, revealed in September 2014, which allows customers to push a button on their Kindle Fire HDX tablet to immediately initiate a video-conferencing session with a live agent. The service was so well received that, according to Amazon, 75 percent of Kindle Fire HDX users now use Mayday to engage with the company’s service representatives.
It’s one thing to be aware of these rising customer service trends; however, it’s another thing entirely to implement them within your own organization. So, how can you get started? While you of course need to invest in the right technology to support mobile, live chat and video service, these investments won’t yield significant benefits for your organization if they are not being properly utilized by your staff.
This is where agent training tools such as individualized coaching lessons automatically sent to agents between customer interactions, training courses crafted from call and desktop recordings, and data analytics derived from mobile, chat and video service interactions come into play for agent improvement. In fact, through strategic agent training initiatives, our customers have witnessed an average 28 percent increase in sales, 46 percent in time savings and 23 percent improvement in quality scores.
If you are eyeing these customer service trends for your contact center, then agent training and coaching must be kept top-of-mind, as well.