Tuesday, April 15, 2014

Virtual Agent Tips and Tricks: Leading Analyst Predicts Top Customer Service Trends for 2014

A few months back, Kate Leggett (Principal Analyst at Forrester) wrote a blog titled “Forrester’s Top Trends for Customer Service In 2014.” She suggested 12 new developments to adopt this year to keep customers satisfied and coming back to your business for more. Here are just a few of her tips that really hone in on how to provide over the top customer service.

“Trend 1: Customers Demand Omnichannel Services”
noHold's opinion:
People like to have multiple options when it comes to customer service. Although voice is still the most used channel of communication, it is still important to offer other preferred channels, such as self-service, to balance out the company’s support ecosystem.

“Trend 6: Knowledge Will Evolve from Purely Reactive to Giving Advice”
noHold's opinion:
It is going to be crucial for your company to invest in a knowledge management solution this year. “67% of consumers use web self-service to find answers to their questions” (Forrester's Top Trends for Customer Service in 2014). Since customers prefer self-service, it is important to have the company’s knowledge easily organized, shared, and analyzed so people can find the right solutions on their own time, quickly. Analysts foresee an increased use in Virtual Agents to support a more natural conversation. This will help create an enjoyable experience for the customer, instead of sending lengthy, irrelevant documents.

“Trend 7: Decisioning Will Power Offers, Actions and Connections”
noHold's opinion:
Predictive analytics is a growing trend this year. Brands are analyzing what you look at and your past purchases to try and predict what it is that you would want/ need. Predictive analytics is a great resource for cross-selling/ up-selling. For example, if someone buys something online and encounters  a problem, they can pull up the Virtual Agent, get the answer they need and the Virtual Agent will be able to provide them with the right content personalized for them.

“Trend 10: The Agent Experience is No Longer an Afterthought”
noHold's opinion:
Another top trend for this year is to increase Contact Center agent efficiency by simplifying their work space. One way to accomplish this is by implementing a Virtual Agent into the Contact Center directly. By doing this, your company will improve the Average Handle Time (AHT) per phone call, increase consistency, improve churn, and even new trainees can effectively give solutions to customers with the help of the Virtual Agent.

These are just a few of the top trends talked about in this article; there are many more predictions that can help your company exceed your customers expectations. To read the full blog, click here.  

How do you plan to keep customers satisfied and increase loyalty?