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Top 5 Customer Experience Trends For 2016

Top 5 Customer Experience Trends For 2016 For businesses, staying ahead of competition is no longer centered on price and features; rather it's about delivering top-of-the-line customer experience. Omni-channel customer service to listening to the voice of customer, here are the top 5 trends in customer experience that will define the customer support industry in the year 2016. The Omni-channel customer servicing will be the most dominant force According to Zendesk, 87% of customer, think that businesses need to make more efforts into providing an uninterrupted experience. Telephone 81% Email 76% Web Chat 64% Online Support 62% Today, customers are using diverse channels such as web chat, email, IMs, and social media to connect with experts. Therefore, customer service department should bring all communication channels together in a more integrated manner to serve customer needs efficiently. Social Media 46% Online Community 36% Mobile App 34% Don't miss any opportunity to exceed your customer's expectations Ensure self-service options for customers 70% of today's customers expect a company's website to include Self-Service Tools If you want to strengthen customer relationships with your brand, it is your responsibility to understand and acknowledge the needs of your customers. According to Gartner, by 2020, customers will manage 85% of the relationships with an enterprise without any intervention of human staff. Deliver flawless customer experience by leveraging customer self-service tools. The Mobile-first customer experience 77% of young audiences use mobile phones at least once per month to contact customer support reps. The number of mobile users is increasing at a fast pace There are over 2 billion smartphones in use, and in developed nations, penetration will soon hit 100% mark. 27.8 Billion More Quieries By 2016, mobile search will generate 27.8 billion more queries in comparison to desktop search Search Customer engagement professionals should offer mobile app-based customer support services Emphasis on holistic customer experience Customer experience experts are using tools like Net Promoter Score (NPS) O-O to consistently analyze customer loyalty efforts. TEMK IN GROU P SURVEY A recent survey from Temkin Group that covers thousands of consumers to give an NPS to 293 companies across 20 industries, found that 'promoters' (loyal customers who will keep buying and refer others) are five times more active to repurchase from a company rather than 'detractors' (unhappy customers who can switch to other brands). In call centre services, customer experience specialists should pay close attention to providing complete and tested onboarding experiences Using ticketing systems including HelpScout, Groove, and Intercom to ensure nothing gets missed Delivering live customer support with knowledgeable content Offering referral programs that prioritise the existing customer Companies must ensure continual customer listening and real-time response. Listen to the voice of the customer It is important to listen to Voice of the Customer (VOC) with a structured methodology - capture customer preferences and expectations to accurately meet their needs. VOC is important to support customer-driven change. Forrester suggests successful VOC programs should support a cycle of 4 activities listen to customer feedback Interpret the resulting data React to improve the experience Monitor results If you haven't built a VOC program, this is the right time. Get in touch with us now customer go 4ou US:+1-888-795-2770 (Toll Free) UK: +44-800-279-6225 (Toll Free) India: +91-120-6619505 We Put Your Customers First C-H

Top 5 Customer Experience Trends For 2016

shared by clkmaria0077 on Apr 06
Infographic: Here are the top 5 trends in customer experience that will define the customer support industry in the year 2016



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