2014 customer service trends
DESCRIPTION
Customer Service Trends - changes in the market, technology and expectations.TRANSCRIPT
2014 Customer Service Trends
By Crystal Taggart, MBACEO and Founder, TrainAsYouGo.com
The Support Evolution…
The customer is always right
Directing the customer to
the right person to solve
their issue
Social Media Customer
Service integration
Customer Self Service creates a service desk
of product advocates
A Customer Service Continuum
Changes in the MarketIncreased Competition and Reduced Switching
Costs
Increased visibility due to social media support
Changes in customer expectations for consistent service across support channels
Changes in technology platforms
Paradigm shifts in support organizations – from customer support to product advocates
Changes in Organizations
Remote workers
eLearning Strategies
Self-Service Strategies
New Support Channels
Changes in eLearning
Simple information delivered asynchronously
Multiple media formats for different learning styles
Anticipating questions
Customer Self-Service Solutions
Most companies are doing it wrong (70% of CSS solutions
do not meet expectations)
Lack of integrated tools in the eLearning market
Training and Service should be combined for effective results
A Service Evolution and Revolution
• Create fans by making it easy
• Support multiple types of training for multiple learning styles
• Give customers easy ways to find information and communicate
• Provide information when users need it most
Solutions
Simplify training to make it fast and easy
Simplify
Identify easy ways to communicate to your customers
Communication
Create ways that your customers can interact
Interact
Turn customer support into customer advocates
Evolve
Thanks!