Top 10 customer trends in 2016

Good quality customer service is one of the essential aspects to ensure maximum satisfaction, loyalty and, consequently, a better course of business. Increasingly it conscious companies invest part of their budget on the introduction of new tools that facilitate and optimize customer satisfaction/customer, either before, during or after the process.

The report by the prestigious consulting firm Forrester entitled “Trends 2016: The Future Of Customer Service” states which are already the top ten trends in customer service in 2016 as detailed below.

1. Effortless customer experience, which translates into increased simplicity and self-service. The aim is to strengthen that part of the buying process more customer enjoys simplifying the process tasks to get an answer this according to your demand with minimal effort.
2. Increased customer value of time. The time has great value for the customer, not to lose fighting with a product and even less, with customer service being transfused from one extension to another or providing information in duplicate. Based on this, companies implement technologies that optimize the time the customer spends in contact with the company.
3. Multiplication and integration of new communication channels. The customer wants to choose the means by which contacts the company and this, in turn, should show speed and efficiency in adding new channels, keeping them integrated with each other and preventing the customer repeat information constantly because, as we have seen, the customer’s time is valuable.
4. Technological settlement. The three technology categories used by care services customer (distribution and queues interactions, CRM and Workforce Optimization) consolidate and move towards solutions Cloud offering a simpler and consistent customer service, while integrated into unique solutions supplied by a single vendor.
5. Standardization of services. The process customer is standardized by technologies (advanced scripts that provide the agent everything needed for the process) that guide agents, reducing the learning curve, giving a homogeneous service and, consequently, increasing satisfaction customer.
6. Increased automation of decisions on services combining customer analytics, big data and business rules.
7. Internet of Things. The so-called “Internet of Things” will be essential in improving customer services; data collection and information from Internet-connected devices provide a proactive and priority service, allowing detect incidents, and thus solve, even before the customer’s perceived.
8. Anticipation to “connect” with the client; suggest recommendations, advice , promotions, discounts or offer customer support in real time as the place where you find satisfaction increases by 90 %, and company profits by 20%.
9. Better use of feedback as key to improving customer relationship thanks to new technologies to analyze information and data stored in the customer-company interactions where the most valuable feedback that allows us to understand the feelings and emotions of the customer is and ultimately know better.
10. Humanize the relationship with the client giving power to the agents through much more simple, efficient and effective technologies, which address customer with great quality and person to person.

As we see, all these trends customer for 2016 aim to provide a much simpler and efficient service, increasing their satisfaction through the use of new technologies that allow us to know the customer better, provide what you need and, ultimately, bring you the most satisfactory experience the maximum possible saving time and effort.