The Times They Are A’Changing (for the Customer Service Experience)

If you’re reading this blog, then you probably have seen firsthand the changes that have come over the customer service arena just in the past 15 years alone. As Alex Bard of Salesforce points out, we’ve gone from 1-800 numbers to email and chat to social media. And as a reader of this blog, you probably know that each one brings it’s own set of challenges and rewards. Yet what further changes can we expect in the customer experience over the next few years?

Mobile devices, such as tablets and smart phones, are becoming more and more commonplace. It is estimated that more smart phones are manufactured and shipped than regular mobile phones. Experts believe that over the next ten years, more and more devices, ranging from thermostats to washing machines, will be plugged in and connected. While it’s doubtful that washing machines and thermostats will impact customer service, it stands to reason that the increasingly plugged in and connected nature of society will lead to customers expecting much quicker service than they did just a few years ago. This may mean an increasing reliance on automated customer service and CRM (customer resource management) programs. The challenge will be for companies to anticipate these changes and shake up their customer experience strategy accordingly.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree