1. Mobile-first mindset
Customer service mobile applications remain a priority, as more and more companies are focusing on sales, e-commerce and mobility strategies. Businesses will move away from duplicating their online content for their mobile and focus on creating a customised mobile experience to add efficiency and value to customer service.
2. Outbound notifications
According to a Forrester survey, 29 per cent of enterprises are planning to invest in outbound communications in the next year. Businesses will continue to adopt proactive outbound communication and rely on vendor expertise to help pinpoint preferences to personalise service.
3. Proactive engagement
Proactive engagements anticipate what customers want and need and prioritise functionality and information to speed customer time-to-completion. Companies will explore the power of proactive pre-purchase and post-purchase engagements to monitor how customers interact with companies.
4. Customer feedback to operationalise insights
In 2014, companies will use customer feedback across communcation channels and touch points and act on it, while direct feedback will be tied to agent performance and used as a measurement of the success of different operations.
5. An omnichannel service
Customer service professionals will work on understanding the channel preference of their customer base and guiding them to the right channel based on their inquiry and need. As Forrester showed, voice is still the primary communication, closely followed by self-service, chat and email.
6. Reliable data
Reliable data is crucial for customer service agents to process and provide the right answers for all customer inquiries. In 2014, there will be more emphasis on the quality and usefulness of the supporting customer data.
7. Self-service knowledge and advice
According to a recent Forrester survey, 67 per cent of consumers use web self-service knowledge to find answers to question. But in 2014, organisation will look for ways to complement these informations with:
- User generated content from discussion forums;
- Virtual agents;
- Analytics to track the effectiveness of knowledge usage; and
- Social listing insights;
8. Decisions will power actions, offers and connections
In 2014, customer service organisations will continue to investigate methods to recommend agents the best solutions during the service resolution process to offer service customised to the consumer’s need and past purchase history. Predictive analytics will also be explored to pinpoint customers to the right content.