A dynamic change has happened in customer support over the last year or two with buyers dictating how and when companies should deliver care. Thanks to a few notorious viral customer care blunders, companies are on edge about frustrating customers and are doing whatever it takes to ensure all their needs are met. These needs include 24x7 access to support and response time that is immediate.
2015 was undoubtedly the year of the customer. Everything from getting companies to build apps and online stores for users, to setting up social media accounts that they actively use, happened in the last year. Now with 2016 underway, a focus is being put on the actual experience that is happening during all of these interactions.
Jive Software, a provider of modern communication and collaboration solutions for business, predicts that in the coming year, contracts will be broken, enterprise subscription lengths will be cut down and customer attention and patience will continue to decline if companies fail to keep customers satisfied.
I recently caught up with Kevin Williams, VP of Customer Support at Jive Software for some insights into what’s in-store from a customer support perspective in 2016.
Some of the biggest changes happening within the workplace, according to Jive, can be attributed to software that makes it possible to communicate in real-time.
“We’re seeing that the workplace is changing very rapidly, and one of the major forces behind those changes is software that allows companies to offer their customers answers in real-time.”
What this does is increase the expectations for faster response time than ever from support teams. So in 2016, organizations are going to have to become even more nimble and ready to react while still delighting customers.
The ability to delight customers may even take precedence over pace according to Williams.
“Customer support organizations will need to adopt solutions that will allow them to better understand and engage with their customers. It’s not just about faster response times companies that are able to connect with their customers on a deeper level will experience stronger brand affinity and loyalty.”
If you thought 2015 was the year of the customer, 2016 will be a shocker. This year, Williams predicts customer expectations will surpass those of previous years as customer’s attention and patience continues to decline. Companies that recognize this trend and can adapt fast, will win.
Edited by Kyle Piscioniere