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Since 1995, LSA has helped organizations create and maintain competitive advantages through people. Over 85% of our business comes from repeat clients and our customer satisfaction rating is 97.5%. Our clients tell us that we are different. Our clients tell us that we save them both time and money. Our clients tell us that they appreciate access to experts across many areas.
• A+ programs, facilitators, and consultants• Best of breed expertise and experience• Bottom line impact• Flexibility and responsiveness• Deep knowledge of the client and your organization• Reduced overall learning costs• Ability to quickly and effectively scale up and down • Guaranteed results
2010 Customer Service Experience Report for North America, RightNow
THINK BIG - WORK SMART
5 Key Contact Center Trends
Customer Satisfaction A Top PriorityHalf of respondents were classified as ‘customer-oriented.’ A further 35% were classified as searching for the ‘latest and greatest’ applications. ‘Cost-focused’ represented the remaining 15% of respondents.
Hosted Services Adoption
Rapid growth of social media customer interactionsOf respondents surveyed, 30 percent indicated they support social media customer activity and interactions on external social media sites (facebook, twitter, etc.), and 29 percent indicated they monitor and extract intelligence from this activity; of social media benefits, the top three cited were to “provide better customer service,” (75 percent), “drive sales,” (58 percent), and “drive customer loyalty” (54 percent).
Growth of Web collaboration, text and videoOf supported inbound interaction channels, growth from 2009 to 2010 was highest for text/SMS (25 percent increase), video (15 percent increase), and Web-based interactions (8 percent increase).
Consistent customer experience across channels continues to be a high priority across industriesThe largest majority of respondents – 67 percent – rated ensuring consistent service across channels as a “very high priority” or “high priority.”
Significant increase in proactive customer contact activity across industriesOf three types of outbound customer programs, the majority — 65 percent — indicated they would increase their “proactive, value-add customer contact” programs over the next two years; 43 percent said they would increase their “sales and marketing” programs, and 42 percent said they would increase their “collections” programs.
45% of customers prefer to communicate with customer service on NON-telephone channels.
85% of customers want all of the channels that are offered to them to work together.
90.5% of customers would welcome proactive engagement to improve their customer experience through extended offers or help during self-service transactions.
58% of respondents would like the company to respond if they left a message on a social networking site, but only 22% of those who actually left a comment got a response. 2
By the end of 2014, it is estimated that 45% of contact centers will have integrated some type of social media support.
Enables touch points/channels that best meet your customers’ needs, based on the inquiry. High touch, high value customers want the phone. More transactional needs met via IVR or Twitter.
Customer feels “heard” b/c it’s more immediate. Allows the organization to proactively push content and information
about products and the company to the customer to shape a perception.
Mitigates complaints by being actively aware and resolving issues (service recovery).
Shifts Customer Service teams to Retention Teams and Marketing Teams to Acquisition Teams/Specialists.
Creates a community of customers who can educate each other. Enables the ability to expand the conversation.