Thursday 7th of May 2015 12:42
Customer service is always top of the agenda here at Hardy Evans, and there’s no better way for us to stay on top of our game than by analysing and understanding the trends and stats affecting the industry as a whole.
Below we have highlighted several interesting stats and trends about where customer service is in 2015, and where it may lead us in the future.
According to Salesforce, in 2015 70% of contact centres plan to increase the use of virtual agents.
In a report by Gartner, more than 100 global businesses said they will introduce a video-based chat by 2018.
Salesforce also state that Facebook is the most effective social media platform for customer service with 52% of votes. Twitter is the next best with 25%, followed by LinkedIn with 8%.
By 2017, human support will still be needed for one third of all customer service interactions, says Gartner.
Gartner also say that the lack of support in mobile applications will lower customer satisfaction by 5% by 2018.
Browser-based Call Centre software
Cloud-based call centre software has grown in popularity over the past few years and this year, we will see browser-based software take over.
There are many advantages to this new wave of software technology, one being that it can be set up easily within minutes. It is extremely easy to use and once set up, an entire call centre software solution can be accessed via the internet.
This allows you to make and receive calls, record and monitor calls and view reports much easier, and from anywhere with an internet connection. The software isn’t as expensive as cloud-based and other software, which is another huge advantage.
Business Tools Integrations
Another trend for 2015 is business tools integrations with call centre software. The business tools will automatically synchronize information between systems and keep them constantly updated, therefore increasing the productivity and efficiency of your agents.
Multi-channel support became more popular in 2014 due to the fact that customers now use a variety of channels to communicate with a brand. In 2015, we will see the rise of omni-channel support.
Though similar to multi-channel support (both use multiple channels to engage with customers) it also focuses on consistency within these channels. So for example, a business using omni-channel support will make sure that each of their channels (website, social media, mobile app) provide the same service.
This new feature is becoming increasingly popular in the contact centre world and the use of biometric voice identification will be a game changer in 2015. Using this feature means that call time will be significantly reduced thanks to the multiple levels of verification being cut down. Overall, the main advantage is that productivity will be increased.
Gamification systems, which aim to make call centre management more productive and rewarding, will be more widely used during 2015. These systems will be a worthy investment for companies where call centre agents are their most valuable asset.
Hardy Evans Ltd
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