Contact Center Solutions Featured Article

Next-Generation Customer Service Solutions

January 10, 2018

From customers interested in taking a more active role when doing business to sophisticated tools like big data analytics, allowing for the creation of more in-depth customer profiles, the latest customer service trends are something few businesses can afford to discount. Understanding the many ways in which technology is helping to guide the evolution of customer service can ensure that businesses are better equipped to navigate the resources available to them and to find the alternatives and solutions that have the most to offer. Streamlining, refining and updating the ways that businesses interact with their customers could be crucial to their long-term performance and success.

Templates and Profiles Make it Easier to Anticipate Future Needs

While customer profiles are far from a new concept, the ability to collate and analyze vast amounts of information from multiple sources has allowed businesses to create more accurate templates than ever before. The ability to anticipate and predict the habits of their customers with greater accuracy and consistency has proven to be a real game changer for many businesses, especially those that have been struggling to improve customer satisfaction levels in the past. Big data analytics and other tools that allow for the creation of enhanced customer profiles are often able to provide a greater return of investment than businesses might suspect.

Providing Customers With Mobile Access

Smartphones and even tablets have become the preferred device for countless customers interested in finding a simpler and more streamlined way of making transactions or conducting business. Organizations that have overlooked the importance of the mobile revolution could quickly find their clientele taking their business elsewhere, especially in the event that conventional resources limit or restrict purchasing opportunities or complicate efforts to communicate with a business directly.

Creating Self-Reliant Clientele

In the past, customer service was typically measured by how little customer participation was required in order to make a sale or close the deal. Today, things could not be more different. Businesses that provide their customers with more direct access to the tools and resources needed to meet their needs are far more likely to enjoy the benefits of a positive review or repeat business opportunities in the future. Today's customers pride themselves of being able to learn about products, compare various services and to take a more active role in their business dealings. Organizations would be smart to spend the time and effort needed to ensure that their clientele is able to determine their preferred level of involvement during any future interactions.

Creating a More Adaptive Customer Service Process

Even the most comprehensive planning and preparation, efforts are not always sufficient to ensure that all problems are able to be resolved or prevented successfully. By taking steps like providing their employees with additional training, authorizing their customer service department to act with greater autonomy or investing in more responsive and agile IT services, businesses will be better equipped to deal with a wider variety of issues and concerns. No single customer service plan or process may be effective for dealing with every issue but businesses who choose to prioritize adaptability may be flexible enough to stay ahead of any future problems that may occur.

Future Trends and Emerging Technologies

Technologies that offer enhanced automation or that facilitate information exchange, such as the growing popularity of personal digital assistants and consumer-grade AI applications are beginning to make waves within the world of customer service. Organizations that keep tabs on the most talked about future trends or the most anticipated new developments should have no trouble crafting, implementing or refining a customer service process that will be better able to meet the needs of both their business and customers alike. The enhanced connectivity of a shared-digital promises to offer a number of customer service solutions that could quickly prove to be a key asset for countless businesses.

Edited by Mandi Nowitz