Customer support is critical to business regardless of size, how a customer perceives the support and service they receive will determine the success or failure of the business.
According to a recent survey conducted by Xerox of more than 6,000 technologies, media and telecommunication consumers across five countries, 42% of people believe there will be no call centers by 2025. Pretty amazing considering that one in four consumers in the world chooses to call into a call center for service, the number is higher in the US at one in three consumers choosing the phone to obtain support.
The future of customer support appears to be highly driven by technology vs. human to human (H2H) factors. The “Call Centers” of tomorrow will be more like Consumer or Customer Interaction Centers where customer journeys are monitored real-time, and disruptions are anticipated and avoided – or at minimum mitigated rapidly.
Customer interactions will be focused on journey customization rather than disruption recovery. THINK AMAZON! The company has done an excellent job of presenting us with real life shopping experiences that reveal the futuristic interactions of tomorrow. Amazon knows it’s customers. They monitor their journey and experiences, building a strong level of confidence in the consumer space for flawless delivery of service. Most customers are not even aware that Amazon operates call centers. In fact, most consumers only think of Amazon twice in any one shopping experience. The first being when they want to purchase ANYTHING, and the second when that ANYTHING arrives in the brown box on their doorstep. The brown box always arrives.
Proactive real-time Customer Interaction Centers are how successful companies will support their customers and deliver top notch customer interactions within the next 5 years.
