Change is the law of life. And those who look only to the past or present are certain to miss the future. - John F. Kennedy.
It's hard to believe that we are now in twenty fourteen. So it's the time to delve into your future plan and think about how you will implement your customer service strategy for next 12 months. To ensure your customer service plan get even better results in 2014, the folks at comm100 have put together 2014's top 10 customer service trends you should know about.
The best way businesses use social media in 2014 is to integrate marketing and customer service. Increasingly more customers rely on social media to stay engaged with their service providers.
The adoption of customer service on social media has increased 5 times in past 3 years and according to a study 7 out of 10 business and brands will utilize social media as a part of their customer services programs. So, use social media management tools that allow you to take care of all your social accounts in one place and get notified immediately when there is a pending request
In 2013, 31 out of 50 customers switched from one service provider to another due to bad customer service experience. While almost 8 out of 10 customers felt their service provider could have done something to prevent their switching by providing good customer service. So make customer service part of your marketing strategy. Allocate more budgets to customer retention and customer loyalty programs.
For eight more customer services trends of 2014, see the following infographic.