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In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2017 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.
Customer Service In 2017 Demands Customer Obsession
Customer service organizations must build on a foundation of operational efficiencies to deliver differentiated service experiences in line with customers’ expectations. Only this level of customer obsession will result in higher levels of loyalty and company revenue.
Customer Service Organizations Are Becoming Smarter
Customers self-serve as a first point of contact with customer service organizations and escalate to agent-assisted channels when self-service fails. They expect easy, effective service interactions. As a result, customer service organizations field fewer calls as the volume of self-service and digital interactions increases. They also leverage process automation and analytics to become smarter.
Customer Service Organizations Become More Strategic
Companies must foster an emotional bond with the customer. This strengthens customer relationships in an increasingly digital and self-service world. Strong relationships help build loyalty, higher customer lifetime value, and advocacy — all positively affecting top-line revenue.