Customer service trends in cloud technology
According to a recent survey by Microsoft, 63% of people in the UK have stopped using a supplier due to bad customer service.
Here are a few examples of how customer service departments are using cloud technology to improve customer experiences.
Unsurprisingly, one of the biggest challenges for customer service departments is retaining these clients and it’s clear that customer satisfaction is the key to loyalty, as globally this figure is a staggering 97%. Businesses not only have to keep up with industry trends but also technology enhancements and client expectations.
There has been a staggering increase in customer representatives working from home. Not only is this trend driving further migration to cloud computing, but it’s also enabling businesses to spend less money maintaining on-site facilities. Cloud technology is also providing the opportunity for businesses to hire more remote workers throughout the world, working in different time zones to provide a 24/7 service.
Some customers prefer using email or a live chat facility as opposed to speaking to someone on the phone. According to Zendesk, customers who choose to use live chat facilities are more satisfied than those who use other methods. Satisfaction levels break down as the following: Live chat (92%), Voice chat (88%), Website forms (85%), Email (85%), Facebook (84%) and Twitter (77%).
Recent trends suggest that the majority of customers want to be empowered to handle any issues themselves, without help. So much so that Gartner predicts by 2020, customers will manage 5% of their enterprise relationships without human interaction. Reports from Forrester research claim that 76% of customers use the frequently asked questions pages first, whilst 73% call customer service. Online knowledge bases are one way in which companies are choosing to provide a self-help service, voice activated speech recognition is also on the rise.