By Mandy Reed, Marketing Manager (Global)
Today marks the beginning of Customer Service Week 2015, a week-long celebration aimed at raising awareness of customer service and the vital role it plays in successful business practice and the growth of the economy. We’ve written many times on this blog about the importance of getting your customer service right as part of your overall customer experience strategy. In honour of Customer Service Week, let’s take a look back at some of the tips, trends and statistics we’ve shared in our previous posts. In no particular order, here’s our roundup:
- 2015 Customer Service Trend: Effortless Self-Service – A survey by Forrester identified web self-service as the most widely used communication channel for customer service. But with the growing number of mobile internet users around the world, effortless self-service across all devices and channels is a top trend to watch this year.
- Offering Mobile and Social Support for Increased Customer Engagement – As our lifestyles change as consumers, so do our preferred channels for communicating with companies. Here are three steps for organisations looking to offer mobile and social service that’s in line with the lifestyles of today’s busy, on-the-go customers.
- Growth Through Customer Service – There’s no substitute for providing high quality customer service, and this post explores how delivering consistent, accurate and positive service experiences has a direct impact on the growth of your company. (As a side note, based on this tweet, it sounds like the truck with the great company strapline quoted in this post belongs to Fastenal.)
- Motability Operations’ Approach to Knowledge Management Recognised with Innovation Award – Building customers’ trust and confidence in your customer service agents is key for the success of your contact centre. This case study shares how Motability Operations is achieving top-ranking customer and employee satisfaction scores.
- This Way for Self-Service – Many organisations are striving to increase customer self-service, and virtual agents are a great way to enable customers to find the answers and information they seek. This post outlines four tips to help increase self-service engagement with an online virtual agent.
Our hats go off to everyone involved with providing great customer service and inspiring happy customers, including those involved with developing and maintaining self-service solutions! This week we celebrate the hard work you do all year long. Providing outstanding customer service is full of challenges (as confirmed by the results of our 2015 Global Customer Support Outlook Survey), but without it no organisation can survive in today’s competitive marketplace. Happy Customer Service Week!