Trend 1: Personalize Customer Service Interactions
Companies will measure the success of a customer service interaction based on quality and operational benchmarks.
Participants were asked: “On a scale of 1-5 (5 being the highest priority), what do you believe makes a successful customer service interaction?”
Customer Satisfaction Metrics
Quality of the Contact
First Contact Resolution
Trend 2: Proactive Customer Engagement
Companies will focus on proactive customer engagement, and prioritize first-time resolution and handle times.
Participants were asked: “On a scale of 1-5 (5 being the highest priority), what do you believe impacts your customer service metrics the most?”
Trend 3: Measure the Performance of Support Teams
Companies will track Agent performance to improve the customer experience.
Participants were asked: “On a scale of 1-5 (5 being the highest priority), what are your organization’s biggest challenges for improving the customer experience?”
Trend 4: Focus on the Right Strategic Technologies
Customer Service Managers will have access to real-time analytics to improve customer interactions.
Participants were asked: “What are the challenges that your Customer Service Managers face?”
Trend 5: Focus on Productivity Tools
Support Agents will have access to productivity tools to service customers effectively.
Participants were asked: “What are the challenges that your Customer Service Agents face?”
Trend 6: Customer Satisfaction Will Drive Business Decisions
Companies will focus on efficiency, productivity and personalization as measurements of success.
Participants were asked: “What are the main measurements of success for your customer service operations? (Select your top five.)”
Trend 7: Automation Will Become a Cornerstone of Good Service
Companies will improve service by focusing on automated support, as well as the actions and work performed by Agents.
Participants were asked: “What are the three most important priorities for improving customer service? (Please rank your top three where 1 is most important and 3 is third most important)”
Trend 8: Adopt a Help Desk to Increase Business Agility
Companies that adopt a help desk in their organization will see an increase in business agility and speed of deployment. Expect companies to use a help desk to grow their business and get an edge on the competition.
Participants were asked: “What are the perceived risks of not adopting a helpdesk in your organization? (Select all that apply)”
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A commissioned study conducted by Forrester Consulting on behalf of Desk.com and Salesforce.com” to read “May 2013 commissioned survey results conducted by Forrester Consulting on behalf of Desk.com and Salesforce.com