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Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
2. The new year is here! And
with customer service and
customer experience taking
precedence over your
sales, marketing and even
product efforts as your
greatest differentiator
against competitors…
4. Here are the top 10
trends you should
leverage to start the
year with a winning
customer service
strategy:
5.
6. By the end of 2015,
42% of the global
population will own a
smartphone.
Source: Forrester
7. Today’s customers are
using their mobile devices
for nearly everything.
From purchasing to
contacting customer
support, your brand’s
mobile strategy should be in
line with your customers’
mobile journey.
8. Brands should optimize
their customer service
offerings for mobile:
• Phone Support
• Social Media
• Chat
• Email
• FAQ
9.
10. 70% of customers
believe that company
websites should have
a self-service option.
Source: The Real Self-Service
Economy Report
13. Make sure that
customers can easily
find answers to their
questions on your
website, via self-service
options in your IVR and
in your knowledge base.
14.
15. 60% of customers will
abandon a call after
waiting on hold for a
minute.
Source: Velaro
35. 44% of email
recipients made at
least one purchase
last year based on a
promotional email.
Source: Convince&Convert
36. Don’t wait until your
customers reach out to
you for you to re-establish
communication with them.
37. Stay in touch with your
customers by sending them
valuable content such as
new product features, tips
for adhering to best
practices, industry insights
and so on.
45. Customer journey
mapping will help your
organization understand
how customers interact
with your brand and
identify key points of
friction.
46. Based on your customer
journey map you can
devise a company-wide
plan that will improve
your CX across the
board.
47.
48. 95% of customers use
more than one
channel to contact
customer support.
Source: CFI Group
49. While phone support is
king, other customer
service channels should
not be ignored.
50. In order to truly offer a
great customer
experience, your
support team should
be available on any
channel your customer
base wishes to contact
them.
51. Evaluate the different
support tools out there
like live chat and social
media that integrate
with your primary
helpdesk, CRM and call
center software solution.
52. Start 2016 right with a winning
customer service strategy.
Start 2016 right with a winning
customer service strategy.
53. Start 2016 right with a winning
customer service strategy.
Ring in the new year with
fantastic phone support using Talkdesk.
Start your free trial today!
www.talkdesk.com/free-trial
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