Emerging Trends In Customer Service

EMERGING TRENDS IN CUSTOMER SERVICE MICROSOFT SUPPORT UAE 554491 00 Wi-Fi According to a recent report customer's expectation from a brand or enterprise delivering the aftersales service is increasing. In fact, in 2015, 70% of customer expect from their chosen brand or enterprise to add a self-service application in their website. 99% UAE based customers stated that being connected to someone more knowledgeable can make great support services. Here is how customers are relying in different channels to get the best support from queries. In UAE more than 84% customers send their queries to a search engine, despite contacting dedicated support services such as Microsoft Support UAE. 76% users consider brand's FAQ page to get the answer of service related queries. 75% expects from Brand to include a self- service application in their mobile app or website. 73% users use phones to get the answers. 70% users expect from a brand website to include a self-service application to support their queries. According to a survey 99% consumers said that getting a satisfactory answer to their query raise the trust level as this is part of the optimal customer services. Employee challenges faced and resolved Unlike users, agents and employees focus on using multiple channels to search appropriate answers. 35% regularly update their brand's information to support customer queries including big support channels such as Microsoft support UAE. 35% users have never tried tools and technologies to update their knowledge and support for consumers. 32% users invest in installing separate technologies to support agents and customer's queries. 27% users says it's been long that they have updated their user knowledge area, FAQ section. 70% users expect from a brand website to include a self-service application to support their queries. According to a survey 99% consumers said that getting a satisfactory answer to their query raise the trust level as this is part of the optimal customer services. The scenario is little critical when it comes to agents and their queries. According to the same survey More than 28% of the time, agents spend searching for their queries and questions. Only 20% of the time, the right answer is obtained. Design by Spiral Click Web Technologies