How Prepared is your Business for these Customer Service Trends?[Infographic]

HOW PREPARED IS YOUR BUSINESS for these Customer Service Trends? 24 AMEYO All Customers Are Now Multichannel Users 52% of customers preferred text messages to communicate with contact centers 53% of customers aged 18 to 34 preferred electronic media over traditional phone calls The number of customers interacting face to face with customer service representatives through a webcam are rising Enablement of advanced social support Answering your customers' questions via social media is on the rise in 2016 Companies are now using Twitter to provide custom links that directly connects the consumer with an agent Proactive Approach 58% of Americans perform online research about the products and services that they are considering to purchase When a customer spends lot of time searching for a product on a website, the customer care rep makes a move and approach the client for help Smart devices enable smart personalization Mobile- First Focus: 45% say that a better mobile service experience could spare them from switching Self-Service: By 2020 it is predicted that the customers will manage 85% of the relationship with an enterprise without even interacting with a human Focus on Real-time Analytics: 22% of leading retailers are using real-time analytics, 61% plan to implement it over the next two years Power up your customer service with Ameyo contact center software, know more at www.Ameyo.com Sources: Pew Research Center's Internet & American Life Project Peppers and Rogers Group Gartner AMEYO Boston Retail Partners 2014 Accenture