{"id":5525,"date":"2014-04-14T17:23:00","date_gmt":"2023-10-18T17:23:37","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=5525"},"modified":"2024-01-12T19:53:52","modified_gmt":"2024-01-12T19:53:52","slug":"the-top-8-trends-in-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/","title":{"rendered":"The Top 8 Trends in Customer Service"},"content":{"rendered":"

We\u2019ve officially entered the \u201cage of the customer.\u201d What does this mean? Buyers are more empowered than ever before and, as a result, are demanding a new level of customer service. While 92% of companies<\/a>[1] <\/a>[i] view customer experience as a top priority, 53% of customers say they have experienced very poor, poor, or just okay service.<\/a>[ii]<\/p>\n

So what are the best ways to close this gap? In a salesforce.com<\/a> webinar, guest speaker Kate Leggett, a Principal Analyst at Forrester Research, Inc.<\/a>, discussed a variety of trends in customer service to help businesses everywhere understand the level of service they need to provide to make and keep customers happy.<\/p>\n

The following eight trends summarize our takeaway of Leggett\u2019s discussion.<\/p>\n

Trend 1: Understand that your customers expect effortless service<\/h4>\n

52% of consumers<\/a> will abandon online purchases if they can\u2019t find a quick answer.<\/a>[iii] In addition, customers want to be able to interact over a range of communication channels during the same interaction. These include phone, email, live chat, social media, and mobile\/SMS messaging.<\/p>\n

Trend 2: Customer service organizations must adopt a mobile first mindset<\/h4>\n

Today\u2019s digital consumer has an average of three connected devices. Time spent<\/a> on the Internet using mobile devices has now overtaken time on all other devices. Unfortunately, companies have been slow in meeting demand by not providing mobile customer service<\/a>.<\/p>\n

Trend 3: Rely on outbound communications to keep your customers in the loop<\/h4>\n

There are several benefits to this approach. First, there is a savings on carrier cost as a result of less calls, fewer incoming lines, and reduced long-distance charges. Second, there\u2019s lower costs for fewer agents and smaller overhead, training, and recruitment costs. The third benefit is less infrastructure because of fewer space requirements due to a smaller support staff.<\/p>\n

Trend 4: Deliver consistent knowledge strategy across all touchpoints<\/h4>\n

Whether a customer is reaching out through search, email, phone, the Web, self-service, live chat, or another channel, or being moved across channels, there needs to be context around their experience. In addition, agents are empowered<\/a> to offer personalized and engaging service.<\/p>\n

Trend 5: Use decisioning to power offers, actions, and connections<\/h4>\n

This trend aims to accomplish predictive customer service by: understanding customers and their behavior, knowing what upsell or cross-sell would benefit them, giving that work to the right person\/system, guiding the customer\u2019s service experience<\/a>, and connecting them to the right agent.<\/p>\n

Trend 6: Listen to your customers and act on their insights<\/h4>\n

Collect data on what customers are saying on various channels<\/a>, including email, over the phone, on the Web, in community forums, and on social media. Service managers can then use this data to get insights into how the customer service process can be improved and pass this on to the agents.<\/p>\n

Trend 7: Realize that an improved agent experience leads to better customer satisfaction outcomes<\/h4>\n

According to Forrester Consulting<\/a>, 43% of those polled say that they correlate a good agent experience to good customer satisfaction ratings over 80% of the time. Some 46% said they do the same between 50 and 80% of the time.<\/a>[iv]<\/p>\n

Trend 8: Cloud deployments are increasing (because they increase business agility)<\/h4>\n

The Business Technographics Software Survey<\/a>, Q4 2013<\/a>, found that 15% of companies have already replaced all or most of their customer service and support with software-as-a-service (SaaS)<\/a>. Seventeen-percent plan to do the same within two years, while 24% are using some SaaS technology to complement other methods. Meanwhile, 14% of those polled plan to add some SaaS tools within two years.<\/a>[v]<\/p>\n

Hear more from guest speaker, Forrester Research, Inc.\u2019s Kate Leggett, on The Future of Business in a Customer Centric World<\/i><\/a>, (a salesforce.com<\/a> webinar) by tuning into a free webinar recording. Just click here<\/a>.<\/p>\n

Learn how to train and motivate employees to give great service, maximize every customer interaction, and much more, by downloading this free e-book.<\/p>\n

\"Delight_your_customers\"<\/a><\/p>\n

<\/a>[1] Please note that all links go to subscriber-only content<\/p>\n

<\/a>[i] Forrester Research, Inc., The State Of Customer Experience Management, 2013, March 2013<\/p>\n

<\/a>[ii] Forrester Research, Inc., The Customer Experience Index, 2014, January 2014<\/p>\n

<\/a>[iii] Forrester Research, Inc., Navigate The Future Of Customer Service In 2014, February 2014<\/p>\n

<\/a>[iv] The Five Imperatives To Delivering Great Customer Service, a commissioned May 2013 study conducted by Forrester Consulting on behalf of salesforce.com<\/p>\n

<\/a>[v] Forrester Research, Inc., The Business Technographics Software Survey, Q4 2013<\/p>\n

\n

Les 8 principales tendances en service \u00e0 la client\u00e8le<\/h1>\n

Nous sommes officiellement entr\u00e9s dans \u00ab l’\u00e8re du client \u00bb. Qu’est-ce que cela signifie? Les acheteurs sont mieux outill\u00e9s que jamais et, par cons\u00e9quent, exigent un nouveau niveau de service \u00e0 la client\u00e8le. Bien que 92 % des entreprises<\/a>[1] <\/a>[i] consid\u00e8rent l’exp\u00e9rience client comme une priorit\u00e9 majeure, 53 % des clients d\u00e9clarent n’avoir obtenu qu’un service tr\u00e8s m\u00e9diocre, m\u00e9diocre ou simplement passable.<\/a>[ii]<\/p>\n

Alors, quelles sont les meilleures fa\u00e7ons de combler cet \u00e9cart? Dans un webinaire de salesforce.com<\/a>, la conf\u00e9renci\u00e8re Kate Leggett, une analyste principale de Forrester Research, Inc.<\/a>, a examin\u00e9 une gamme de tendances en mati\u00e8re de service \u00e0 la client\u00e8le pouvant aider toutes les entreprises \u00e0 comprendre le niveau de service dont elles ont besoin pour rendre les clients heureux et les maintenir heureux.<\/p>\n

Les huit tendances suivantes r\u00e9sument notre compr\u00e9hension de l’expos\u00e9 de Mme Leggett.<\/p>\n

Tendance 1 : Comprenez que vos clients s’attendent \u00e0 un service sans effort<\/h4>\n

52 % des consommateurs<\/a> d\u00e9laisseront les achats en ligne s’ils ne peuvent obtenir une r\u00e9ponse rapide.<\/a>[iii] En outre, les clients veulent \u00eatre en mesure d’interagir par toute une gamme de canaux de communication durant la m\u00eame interaction. Cela comprend le t\u00e9l\u00e9phone, les courriels, le clavardage en direct, les m\u00e9dias sociaux et la messagerie mobile\/SMS.<\/p>\n

Tendance 2 : Les organisations de service \u00e0 la client\u00e8le doivent adopter un \u00e9tat d’esprit de \u00ab mobilit\u00e9 d’abord \u00bb<\/h4>\n

Le consommateur num\u00e9rique d’aujourd’hui poss\u00e8de en moyenne trois appareils connect\u00e9s. Le temps pass\u00e9<\/a> sur l’Internet au moyen des appareils mobiles d\u00e9passe maintenant le temps de tous les autres appareils. Malheureusement, les entreprises ont \u00e9t\u00e9 lentes \u00e0 r\u00e9pondre \u00e0 la demande en n’offrant pas de service \u00e0 la client\u00e8le mobile<\/a>.<\/p>\n

Tendance 3 : Fiez-vous aux communications sortantes pour conserver vos clients dans la boucle<\/h4>\n

Cette approche comporte de nombreux avantages. Premi\u00e8rement, cela permet de r\u00e9aliser des \u00e9conomies sur les co\u00fbts de t\u00e9l\u00e9communication en raison d’une r\u00e9duction du nombre d’appels, du nombre de lignes entrantes et des frais d’interurbain. Deuxi\u00e8mement, les co\u00fbts sont inf\u00e9rieurs en raison d’une r\u00e9duction du nombre d’agents, des frais g\u00e9n\u00e9raux et des co\u00fbts de formation et de recrutement. Le troisi\u00e8me avantage touche l’infrastructure. L’espace requis est moins important en raison d’une r\u00e9duction du personnel de soutien.<\/p>\n

Tendance 4 : Offrez une strat\u00e9gie de la connaissance coh\u00e9rente \u00e0 tous les points de contact<\/h4>\n

Peu importe que le client vous joigne par une recherche, un courriel, par t\u00e9l\u00e9phone, le Web, un guichet libre-service, le clavardage en direct ou un autre canal, ou qu’il se d\u00e9place entre ces canaux, son exp\u00e9rience doit avoir un contexte. De plus, les agents sont habilit\u00e9s<\/a> \u00e0 offrir un service personnalis\u00e9 et attentionn\u00e9.<\/p>\n

Tendance 5 : Utilisez la prise de d\u00e9cisions pour alimenter les offres, les actions et les connexions<\/h4>\n

Cette tendance vise \u00e0 offrir un service \u00e0 la client\u00e8le pr\u00e9dictif en : comprenant le client et ses comportements, en connaissant les ventes incitatives et r\u00e9ciproques qui pourraient \u00eatre avantageuses pour lui, en acheminant la t\u00e2che \u00e0 la personne ou au syst\u00e8me appropri\u00e9, en guidant l’exp\u00e9rience de service du client<\/a> et en connectant le client \u00e0 l’agent appropri\u00e9.<\/p>\n

Tendance 6 : \u00c9coutez vos clients et r\u00e9agissez selon les informations fournies<\/h4>\n

Recueillez les donn\u00e9es concernant les propos de vos clients sur les diff\u00e9rents canaux<\/a>, y compris les courriels, le t\u00e9l\u00e9phone, le Web, les forums communautaires et les m\u00e9dias sociaux. Les directeurs du service peuvent ensuite utiliser ces donn\u00e9es pour obtenir des pistes sur la fa\u00e7on d’am\u00e9liorer le processus du service \u00e0 la client\u00e8le et transmettre cette information aux agents.<\/p>\n

Tendance 7 : R\u00e9alisez qu’une am\u00e9lioration de l’exp\u00e9rience de l’agent entra\u00eene une meilleure satisfaction de la client\u00e8le<\/h4>\n

Selon Forrester Consulting<\/a>, 43 % des personnes interrog\u00e9es ont indiqu\u00e9 qu’elles associaient une bonne exp\u00e9rience de l’agent \u00e0 un bon taux de satisfaction de la client\u00e8le, 80 % du temps. Pr\u00e8s de 46 % ont indiqu\u00e9 la m\u00eame chose, entre 50 et 80 % du temps.<\/a>[iv]<\/p>\n

Tendance 8 : Les d\u00e9ploiements de l’informatique en nuage augmentent (parce qu’ils augmentent l’agilit\u00e9 de l’entreprise)<\/h4>\n

Le Business Technographics Software Survey, TRIM4 2013<\/a>, a r\u00e9v\u00e9l\u00e9 que 15 % des entreprises avaient d\u00e9j\u00e0 remplac\u00e9 la totalit\u00e9 ou une grande partie de leur service \u00e0 la client\u00e8le et de soutien par des logiciels propos\u00e9s en tant que service (SaaS). Dix-sept pour cent pr\u00e9voient faire de m\u00eame d’ici deux ans, tandis que 24 % utilisent une technologie SaaS en compl\u00e9ment d’autres m\u00e9thodes. Entre-temps, 14 % des personnes interrog\u00e9es pr\u00e9voient l’ajout de certains outils SaaS d’ici deux ans.<\/a>[v]<\/p>\n

Apprenez-en davantage de la conf\u00e9renci\u00e8re Kate Leggett de Forrester Research, Inc., avec la pr\u00e9sentation du webinaire The Future of Business in a Customer Centric World<\/i><\/a>, (un webinaire de salesforce.com<\/a>) offert gratuitement en diff\u00e9r\u00e9. Cliquez simplement ici<\/a>.<\/p>\n

<\/a>[1] Veuillez noter que tous les liens permettent d’acc\u00e9der \u00e0 du contenu pour abonn\u00e9s seulement<\/p>\n

<\/a>[i] Forrester Research, Inc., The State Of Customer Experience Management, 2013, mars 2013<\/p>\n

<\/a>[ii] Forrester Research, Inc., The Customer Experience Index, 2014, janvier 2014<\/p>\n

<\/a>[iii] Forrester Research, Inc., Navigate The Future Of Customer Service In 2014, f\u00e9vrier 2014<\/p>\n

<\/a>[iv] The Five Imperatives To Delivering Great Customer Service, une \u00e9tude command\u00e9e en mai 2013 et effectu\u00e9e par Forrester Consulting au nom de salesforce.com<\/p>\n

<\/a>[v] Forrester Research, Inc., The Business Technographics Software Survey, TRIM4 2013<\/p>\n","protected":false},"excerpt":{"rendered":"

We\u2019ve officially entered the \u201cage of the customer.\u201d What does this mean? <\/p>\n","protected":false},"author":1,"featured_media":5527,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[5],"sf_content_type":[],"coauthors":[2],"class_list":["post-5525","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-relationships"],"yoast_head":"\nThe Top 8 Trends in Customer Service - Salesforce<\/title>\n<meta name=\"description\" content=\"We\u2019ve officially entered the \u201cage of the customer.\u201d What does this mean?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Top 8 Trends in Customer Service\" \/>\n<meta property=\"og:description\" content=\"We\u2019ve officially entered the \u201cage of the customer.\u201d What does this mean?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-10-18T17:23:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-12T19:53:52+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/6a00e54ee3905b883301a3fcf9be43970.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"320\" \/>\n\t<meta property=\"og:image:height\" content=\"219\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Salesforce Canada\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Canada\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/#\/schema\/person\/image\/67746feea2d6a73653ce0c10f94077a5\"}],\"headline\":\"The Top 8 Trends in Customer Service\",\"datePublished\":\"2023-10-18T17:23:37+00:00\",\"dateModified\":\"2024-01-12T19:53:52+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/\"},\"wordCount\":1659,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/6a00e54ee3905b883301a3fcf9be43970.jpg\",\"inLanguage\":\"en-CA\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/\",\"url\":\"https:\/\/www.salesforce.com\/ca\/blog\/the-top-8-trends-in-customer-service\/\",\"name\":\"The Top 8 Trends in Customer Service - 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