Customer service is vital to a company's future. A study from Forrester found that 72 percent of companies consider improving the customer experience to be their “top priority.” If that's the case, then businesses need to know what to watch out for in the customer service field ahead so they can respond accordingly. Based on the outlook of the next five years in customer service, businesses will have a lot of changes to make to get on top.
What's Going to Change in the Next Five Years in Customer Service?
The customer service landscape five years from now will bear only a passing resemblance to that of today. Here's what to watch out for.
Customer, serve thyself. Allowing customers to help themselves and solve some of their own problems is a growing part of customer service already, but in five years, this will be huge. This requires specialized tools like interactive voice response (IVR) systems. Snap Recordings offers recording for voice prompts, with language support appropriate for the area, which is just what IVR needs to succeed.
Let the machines handle the easy stuff. Why pay a call center staffer good money to tell someone your store hours? That's the kind of thing that's tailor-made for pre-recorded voice prompts.
The staff is everything. With machines taking care of the easy stuff (thanks to those pre-recorded voice prompts from Snap Recordings), call center staff is now free to tackle the heavy lifting of serious customer problems. This, however, calls for a call center staff that's happy to be on the job, fully engaged, and not distracted by burnout or money troubles.
Keep it focused. Customers want the same experience whether they're online or on the phone. That's called an omnichannel experience, and it's the current gold standard. Within five years, however, it may be just table stakes, so be sure to use the scripts used to generate voice prompts to have the same content go throughout your website, social media, and every other point at which customers are reaching out.
How Do I Get My Business Ready for These Customer Service Changes?
You've already seen the answer to getting ready for the big changes coming to customer service: drop us a line at Snap Recordings. We've got over 100 different voice talents that work in different accents and dialects, ready to bring you the backbone you need to produce the best in customer service. Get in touch with us today to start the process that gets you ready for the next five years.