Customer Service of the Future

Submitted 1/15/2014 by Kaloyan Georgiev

customer service of the futureCustomer service is a matter that changes and evolves every single day and if you, as a customer service manager, are not on top of things you night get left behind, which is bad for both you and your company. So, how to stay ahead? Here are some facts and researches about the future of customer service:

1. The PC will get replaced as the center of our digital lives by the Cloud till he end of this year;

2. Till the 3rd quarter of this year more than 70% of companies will use social media as one of the main channels for their customer service;

3. Companies budget allocated for retaining existing customers and creating customer loyalty programs will triple its size by 2015;

4. The number of US social network users will grow to almost 80%  of the total population of the country by 2015;

5. By the end of the next year more people will access the web via mobile phones than via wireless computers;

6. By 2016 more queries will be generated through mobile search than through computer search;

7. Global social network users will grow to more than 2.5 billion people by 2017;

8. More than 15 billion digital devices will be connected together by 2020;

9. Customer experience will be the key brand differentiator by 2020;

10. By the same year, customers will be more informed about the companies hey work with and will expect and demand a service corresponding to their personal needs and characters;

11. By 2016 more than half of the money spent on US retail will be influenced by Internet;

12. Global smartphone use will grow to 2 billion by 2015;


More articles:

1. Building the Best Customer Service Team

2. Customer Service Trends 2014

3. Advantages of Cloud Computing