Impact Learning Systems


The 2015 Trend Predictions in Customer Service

2015ils The 2015 Trend Predictions in Customer Service

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!