The Fastest-Growing Customer Service Trends of 2014

If you own a business and want to keep it aligned with the prevailing trends then you need coming down to a Mantra which is ‘not putting all eggs in the same basket’. As for the customer service, it means adopting multiple channels of customer support, making it possible for your customers to reach you through all the probable sources. Restricting your customers to one or few support channels is not going to make your business withstand the challenges of the new era. It will annoy the customers instead and they will switch to your competitors who offer multiple support channels.

According to latest report by Nielsen – an authentic global information and measurement company, the connected device owners across United States which include 46% smartphone owners and 46% tablet owners say that they use their devices for entertainment and online shopping on a regular basis. Although it is challenging to keep up with the predominant trends yet companies have to do so in order to survive in the market. Here are some fastest growing customer service trends of 2014 to help you make your business stay up-to-the-mark:

Proactive Approach via Live Chat

Customer support has evolved around the world from being a static channel to an interactive medium of communication. The time has come when your customers expect dedicated response from your representatives. Therefore, you need to adopt a customer centric approach instead of doing your CRM in bulk. The best way to do so is to be proactive via live chat support. Incorporating live chat support into your ecommerce website and reaching out to your online visitors proactively would let you gain control over your overall conversions and revenue. It will also prevent you from other business turn-offs such as abandoned shopping carts and increased bounce rate.

A Universal Inbox

Since multichannel customer support is a must-have for online businesses in the modern era, the online entrepreneurs must centralize all their channels to better manage their customer support department. By merging all channels of customer service seamlessly, you can deal with your customers in a timely and a professional manner. It’s time for you to move on and have a universal inbox. All your customers’ queries through email, live chat service or phone calls will get to you at one place.

Immediate Response on Customers’ Feedback

Remember, your customers’ feedback is the most valuable asset for your company. Not responding to customers’ feedback promptly would make them least interested in your products and/or services in the future. Listening to and acting upon customers’ feedback, is the best way for making your customers’ more loyal. Whether the feedback is positive or negative, you should respond immediately in a positive and thankful tone. This enhances customers’ confidence in you.

If you want your business to sustain the challenges put forward by the 21st century, you should keep a track of the latest customer service trends and integrate them with your customer support department.

- See more at: http://www.webgreeter.com/blog/customer-service/fastest-growing-customer-service-trends-of-2014/