How to Rule the Customer Service Industry in 2017- The Top Trends That Will Turn Around the Market
Some great person by the name of Albert Einstein said, “Strive not to be a success, but rather to be of value”. Well, this is what every customer service provider must follow. It is not about the success of the industry, but about the value. When providing customer services, you must pursue value of your service rather than success, because, for the customer service industry, success will automatically be attracted by value.
But have you ever wondered what facts help to develop the value in the minds of the customers? With the years passing by, many trends and customs have been adopted in the customer service industry to signify the value, but none of them lasted very long. Every year some new trends evolved that steered the customer service industry to success or rather improved its value,but eventually, some new trends came into market and took over.
In continuation to the last sentence, we all know that the year is coming to an end;therefore, it is needless to mention that new trends need to be developed for the coming year. So why not speak about the trends that will turn out to be the key to the success of the customer services industry.
Use of mobile devices
Technology has brought about a new revolution in every aspect of business. Fact is, in the present world, there are more than 12 billion mobile devices with internet connections according to a report of 2013. Therefore, it can be well understood that the tech revolution has been successful in fitting the world into people’s hands. So why not use technology for customer services where there is a maximum scope of usage.
2016 has witnessed the development of high end devices such as the iPhone 7 and Samsung Galaxy S7. Specifications of such products are a practical proof of advancements in technology. Using technology to provide customer service not only creates a sense of respect in the mind of the customer, but will ease up the job of the service provider. Developing and prioritizing the use of mobile apps is a great way to integrate technology in customer assistance and at the same time save a lot of valuable time.
Implement multichannel approach
Very often you might find yourself preoccupied in customer service. It becomes really difficult to deal with everyone at the same time. Under such conditions, the use of multichannel might become really handy. Additionally, you need to take care of the different demands of the customers. So, creating an omni-channel approach will help to satisfy the demands of multiple customers single handedly.
Integration of big data
Considering the smarter approach is a great way to improve the customer services. And when smart approach is thought about, big data is the first and foremost thing that comes to mind. It is the analyzing tool that is used to analyze large sets of data. This analysis involves the computation of patterns and trends. This can be used to analyze the feedbacks of different customers, which can be used to improve the performance of customer services. More than 17% growth can be predicted by the implementation of big data in the infrastructure.
Win the customer’s heart and mind
Paulo Coelho said, “Don't waste your time with explanations: people only hear what they want to hear”. Well, the first part of the quote does not have much relevance, but the 2nd part has a great role to play. While speaking to people, one must always keep
the fact in mind that people always want to hear whatever is liked by them. And using this to ones benefit is a great strategy. While providing customer services, win their hearts by speaking well about them, their taste, their city, and all other unnecessary things. Manipulate the customers by sweet talking. At the end of the day,what really matters is who provided the best customer service and it will definitely be the one who wins the customer’s trust and goodwill.
Take the intelligent approach
After the smarter approach; it is the turn of the intelligent approach. According to Moore’s law, technology doubles every 18 months. Integration of artificial intelligence is the best way to deal with customer services. It is not always possible for humans to take care of problems,so using of artificial intelligence to answer the different problems of the customers not only saves time for the organization, but also helps to win the customer’s trust on the organization. It is evident that every human being praises the use of technology. So implementing AI is a great way to get the customer’s approval about the company’s tech savvy attitude.
Sam Makad is an experienced writer and marketing consultant. His expertise lies on marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI.