2014 Customer Service Trends

By Crystal Taggart, MBACEO and Founder, TrainAsYouGo.com

The Support Evolution…

The customer is always right

Directing the customer to

the right person to solve

their issue

Social Media Customer

Service integration

Customer Self Service creates a service desk

of product advocates

A Customer Service Continuum

Changes in the MarketIncreased Competition and Reduced Switching

Costs

Increased visibility due to social media support

Changes in customer expectations for consistent service across support channels

Changes in technology platforms

Paradigm shifts in support organizations – from customer support to product advocates

Changes in Organizations

Remote workers

eLearning Strategies

Self-Service Strategies

New Support Channels

Changes in eLearning

Simple information delivered asynchronously

Multiple media formats for different learning styles

Anticipating questions

Customer Self-Service Solutions

Most companies are doing it wrong (70% of CSS solutions

do not meet expectations)

Lack of integrated tools in the eLearning market

Training and Service should be combined for effective results

A Service Evolution and Revolution

• Create fans by making it easy

• Support multiple types of training for multiple learning styles

• Give customers easy ways to find information and communicate

• Provide information when users need it most

Solutions

Simplify training to make it fast and easy

Simplify

Identify easy ways to communicate to your customers

Communication

Create ways that your customers can interact

Interact

Turn customer support into customer advocates

Evolve

Thanks!