What are the latest trends and developments?

Welcome to the age of the customer


Nowadays, providing a customer service that makes a difference is part of the strategic plan of a growing number of organizations. To create an emotional bonding with your customer you need to offer a distinctive and valuable service. Whereas you can devote your time talking about an excellent provision of service, it is important to now spend more time building a high level of quality and service. Our ways of communication need to be easily accessible and of course: fast. At the same time, the frequency of communication increases. In 2016, service therefore needs to meet new standards. We have gathered a diversity of trends and points of interest for 2016.


1. Customer experience in 2016: a competing environment


Companies are nowadays mostly focused on the perfect customer experience: a race for the patronage of consumers. Take a look at the time we spend, or would like to spend, on creating a customer journey as well as our urge to ask our customers about their findings. More and more organizations are hiring customer experience managers, while this profession did not even existed a couple of years ago. The importance of experience is steadily growing, considering the fact that over half of our purchases are the outcome of our previous experiences with the same supplier.


2. Spark the conversation


You need to increasingly find ways to spark conversations with your customers. Nowadays, most of the communication takes place through phone and e-mail. More recently one-on-one communication takes place through social networks as well. We will, if we invest, benefit from this latter type of messaging. In the next year organizations will have a clearer view of the other side’s presence and engage in live conversations. Both you and your customer know when a message has been read and you have access to answers and questions everywhere with your device. Not all questions are solved with the help of a phone call. Direct conversations will prevent annoying queues for customers and dealing with repeating issues for employees. When a relatively small team is responsible for customer service, you can solve the issue of having to be online in a live chat seven days a week.


3. Cognitive knowledge & data


In 2016, it is crucially important to get knowledge of your customer’s level of acquaintance. When we start combining data with customer service, customers will be served ideally. Behavior of customers is visible in data which can be used to guide someone to the answer to a question or a webpage straight away. Also the designated service agents can be reached without having to undergo complex multiple-choice formats. We have to combine cognitive knowledge with data to help our service team offer effective and dignified service. Let’s use contemporary technology to recognize issues, fix them or even solve them before they even appear.


4. Fully equipped


Nowadays, we use various channels like chat, phone and e-mail. Even though, now as well as in the near future, we are all acquainted with changing to another channel to find an answer to our question. There are several providers who gather communication methods and their data and merge them into one single system. This results in insights into the journeys of our customers.

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