Technology is lightning fast in 2015. There is absolutely nothing that says that this will slow down. If you are in business today, then you need to change your customer service techniques in order to deal with this new environment. Here are some of the top ways that customer service will change in 2015.
Customer service will become more personalized.
Although there is more technology than ever that can automate all aspects of business, people are quickly becoming clued in to the difference between automated customer service and personalized customer service. The most popular business and technology innovations of today are allowing people to create more personalized service faster, not a wider, more automated customer service experience.
There will be more people than machines answering phones in 2015; however, these people will have the tools necessary to solve problems much more quickly. If your business is still using cues and wait lines, then you will soon find yourself behind the eight ball when it comes to your market share.
Customer service will be lightning fast.
Because of the immediacy with which the consumer can express displeasure with the service, businesses have had to catch up on their responses to these communications. With social media, a response can literally be in real time. As soon as a customer becomes disgruntled, the commotion can be handled if the business is savvy enough to put a customer service representative on Facebook duty as well as on phone duty.
With social media aggregation programs now easily available, it is a simple thing for a company to immediately see any negative comments made about it. Even if these comments were made on the smallest, most niche oriented website or message board, they can be found and corrected by a savvy company almost immediately.
Businesses will treat every customer equally.
Because of review websites like Yelp, each customer now has the ability to put a business on blast instantly. Even the smallest purchase from one of these individuals can cause a business a great deal of lost sales. The worst part is that a business will never even know that it lost the sales unless the negative reviews are brought to its attention somehow.
This fear will cause a great deal of change in the way that businesses handle customer service with small, day-to-day transactions. Because no company knows who they are dealing with online, there will be a rise in the baseline of customer service for all customers.
Customer service will be digital.
Digital technologies mean that a company can make restitution to a disgruntled customer immediately as well. Coupons can be mailed directly to an email address in order to apologize for a bad customer experience. This kind of service will become the new feature for many businesses in 2015. They will be looking to take advantage of it before becomes commonplace down the road.