3 Trends Shaping Customer Service In 2018
Is the current business year packing up the way you thought it would? For example, are your support or service centers well in hand, satisfying digital consumers? Or, are they lagging behind, out of satisfaction? How will you decide that? The star ratings? or any other criteria? Well, that doesn’t matter, what’s the important point here is: How well you do a customer retention? To get traction, trends need to be integrated into the business. Optimized to deliver great service and satisfaction. Before the year 2017 ends, let’s review a few trends that got traction—and will gain more ground in 2018.
Trend #1: Service solutions need advancement in technology i.e. AI and IAS
Automated processes including self-service solve simple, online transactions. Customers welcome the convenience. With the artificial intelligence, AI-enabled voice assistants are pleasing the consumers. But, they’re not truly human yet.
Trend #2: Customers are redefining their service experiences
As Forbes predicted for the year 2017 that there will be more retail businesses closing than the opening and this trend will likely to continue in the year 2018. Consumers have started exploring their experience with online dealing and why they should not try when there exists a lot of offers, quality, and varieties for the same type of product they need. Remember, the money back guarantees played a devastating role for the retailers in the decorated and ornamented market.
Trend #3: On-Demand Workforce
This is a trend that is being used by the most of the big businesses. The idea of using this trend is to prepare a fully skilled, technically sound and experienced workforce of salaried professionals those are ready to serve on a business on-demand basis. The best part of it is the flexibility of reusing the workforce on the same day while the worst case is: the cost and structure of the company that hires them. But again, when a business needs fast services, better customer retention and maximum uptime, cost nowhere stands.
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