The 2015 Trend Predictions in Customer Service
Hard to believe, but 2015 is quickly approaching. As you start to plan for the upcoming year, build your strategy around the customer service trends that experts are predicting will shape how companies conduct business.
1. Customers will expect even more
In this era of mass customization and high customer expectations, you may be wondering how it’s possible that customers will expect even more. Brace yourself because customer service expectations are yet again changing. The high customer expectations are partly a result of the 24/7 nature of the internet and being able to connect whenever and wherever. Beyond full-time access to a brand or product, however, is the desire for authenticity. Customers are turning away from canned or heavily scripted service and expect that across every channel, they’ll find personalization.
2. Social media is still relevant
While we have little doubt that one day our current views regarding social media will seem quaint, if not antiquated, social media as we currently know it is going nowhere. How this affects customer service trends in 2015 is that customers are using multiple channels to access products and brands and they expect consistency across platforms. In 2015, companies should focus on the peak and end points in customer experiences. It turns out, these are the two points that customers remember most.
3. The lines between public and private are blurring
Gathering data on consumer behavior and preference is becoming easier as consumers leave their digital fingerprints just about everywhere. As recognition technologies, wearable devices and smart sensors become more mainstream, the data available to companies will only increase. Consumers are accustomed to their digital fingerprints being used to personalize brand interaction for them, and this expectation will only increase in the next year. We expect to see this trend continue to grow in 2015 and beyond. Consumers will increasingly expect their shared use of real-time data to enhance and influence the service they receive.
While the delivery of customer service skews more toward mobile platforms, the fundamentals remain the same. Delivering an authentic experience for customers is an important as ever. Looking at these customer service trends for 2015 makes us here at Impact Learning Systems realize that our HEART model continues to remain as relevant and crucial as ever. Just because customers are participating more in their brand experiences, doesn’t negate the foundations of providing good customer care. Keep the basics in mind but adapt to new ways of delivery and you’ll find 2015 to be a great year!