downtime-call

5 Cloud-Based Customer Service Trends

Customer Service Trends

Customer service has become the new battleground in today’s marketplace. In fact, 97 percent of customers around the world now say that customer service makes a key difference in whether they decide to go with a brand or not, Microsoft reports.

Many of the biggest changes in today’s customer service landscape center around the mobile revolution and the corresponding shift to cloud-based services. Here are five trends that your company can leverage in order to gain a customer service edge on your competition.

Service is moving to cloud contact centers

customer

Customer service is rapidly migrating to cloud contact centers. U.S. spending on cloud contact centers stood at $868 million in 2012 and will grow to $2 billion by 2019, representing a compound annual growth rate of 17.7 percent, the International Data Corporation (IDC) projects. Driving this migration is the increasing range of communication options available to consumers, which is pressuring companies to meet rising consumer expectations, explains IDC. Companies also see advantages in moving to cloud contact centers; they are easy to deploy, requiring minimal on-premises equipment. Since cloud infrastructures are usually hosted and managed off-premise by providers, cloud contact centers are also less expensive and require fewer support staff to maintain.They can also be scaled up as business demands, a particular advantage for companies that have seasonal peaks in business.

Customer service representatives are working from home

An increasing number of call center representatives are now working from home, which is also driving migration to the cloud. Hiring remote workers benefits companies by allowing them to spend less money on on-premises space. At the same time, hiring remote workers enables companies to expand staff as needed and to employ staff from any location to serve customers anywhere in the world.

Mobile customers need omnichannel support

In today’s mobile environment, a single customer service ticket might start with a live chat conversation, move to a phone call and end with a follow-up email. An increasing number of customers also seek service through social media, which has seen an eight-fold increase in customer complaint submissions since January 2014. Twenty-five percent of customers seeking assistance now use at least two channels and 52 percent use three or four channels, according to Ovum. Providing a seamless experience across all communication channels requires a unified interface, which a cloud contact service center can provide. Companies that deliver good omnichannel support will have an advantage in customer satisfaction over their competition.

Customers want to serve themselves

Customer Service Trends

(Image Source: Shutterstock)

Another trend companies can leverage is the demand for self-service options. The majority of customers want to be empowered to handle issues themselves without help. Forrester research reports that 76 percent of customers use the frequently asked questions page of websites when seeking help, compared to 73 percent who use the telephone and 68 percent who use email, making self-service the most used customer service medium. By 2020, customers will handle 85 percent of their interactions with companies without requiring human assistance. Online knowledge bases are one way companies are delivering self-service. An increasing amount of self-service will also be delivered through voice-activated automatic speech recognition, a market companies will spend $16.7 billion on globally by 2017, BCC Research projects. Companies that provide self-service options will deliver a better user experience to customers.

Live chat

When customers require human assistance, they prefer using live chat over speaking to a representative on the phone. Preference for live chat is highest among younger consumers, with 56 percent of 18- to 34-year-olds preferring live chat for all types of service inquiries. Live chat gets better customer service satisfaction results than other channels, with 92 percent of customers reporting good satisfaction for live chat, compared to 88 percent for voice service and 85 percent for web forms and email. Companies that deliver live chat support will have an advantage over competitors who do not.

By Roy Rasmussen

CloudTweaks

Established in 2009, CloudTweaks is recognized as one of the leading authorities in cloud connected technology information, resources and thought leadership services.

Contact us for a list of our leading programs.

CONTRIBUTORS

How artificial intelligence and analytics helps in crime prevention

How artificial intelligence and analytics helps in crime prevention

How Artificial Intelligence Helps Crime Prevention According to a study released by FBI, there is an annual increase of 4.1% ...
The Future of Big Data and DNS Analytics

The Future of Big Data and DNS Analytics

Big Data and DNS Analytics Big Data is revolutionizing the way admins manage their DNS traffic. New management platforms are ...
Matthew Cleaver

Dispelling the Myths of Cloud Solutions for the Small Business

Dispelling the Myths of Cloud Solutions As a business leader, migrating to the cloud can be overwhelming due to the ...
10 Charts That Will Change Your Perspective Of Amazon Prime’s Growth

10 Charts That Will Change Your Perspective Of Amazon Prime’s Growth

10 Charts That Will Change Your Perspective 70% of Americans with incomes of $150,000 or more who shop online have ...
Lavabit, Edward Snowden and the Legal Battle For Privacy

Lavabit, Edward Snowden and the Legal Battle For Privacy

The Legal Battle For Privacy In early June 2013, Edward Snowden made headlines around the world when he leaked information ...
Apcela

Fulfilling the promise of UCaaS requires a better network

UCaaS Systems Unified communications (UC), by combining voice, video and text messaging into a single system, has long promised efficiency ...
RSA Conference: FUD-free or filled?

RSA Conference: FUD-free or filled?

IoT 15 Billion Units By 2021 At the annual RSA conference, there were plenty of discussions and presentations on the ...
Jonathan Ring

3 Keys To Keeping Your Online Data Accessible

Online Data Data storage is often a real headache for businesses. Additionally, the shift to the cloud in response to ...
Data Science And Machine Learning Jobs Most In-Demand on LinkedIn

Data Science And Machine Learning Jobs Most In-Demand on LinkedIn

Data Science And Machine Learning Jobs Machine Learning Engineers, Data Scientists, and Big Data Engineers rank among the top emerging jobs ...
How Leading Organizations are Leveraging Big Data

How Leading Organizations are Leveraging Big Data

Seeing The Big Data Picture “Data will talk to you if you’re willing to listen”— Jim Bergeson. Few can dispute ...