Summary of the White Paper
#6:
The high-accountability support model emerges.
Individual
support personnel will retain ownership of the customer experience and use
techniques such as collaboration and “swarming” to break down the barriers of
the traditional “tiered” support organization. This approach will drive a
better experience for customers and ultimately make for more efficient resource
utilization in support organizations.
#5:
Support services transparency: Customers like what they see.
Mobility
will be a growing factor, contributing to more seamless and transparent
interactions that give customers instant access to rich information about their
relationship with your company, your company’s products and services, and
support tools and status.
#4:
Social media and crowdsourcing: Are you really engaging your customers?
It
will be imperative to bridge the gap between simply monitoring social platforms
for conversations about your company and doing something about them — i.e.,
capturing, routing and responding to those conversations within your contact
center and/or broader enterprise, as well as encouraging customer-employee
interaction through crowdsourcing, which is often carried out in private forums.
#3:
As omnichannel support matures, Web chat plays a pivotal role.
Even
as video gains momentum as a high-touch channel (see Trend #2), companies will
continue to use Web chat as the relatively low-expense way to initiate the
customer experience from a website, to triage that experience, and to direct
customers to the appropriate support channel and other support resources and
tools.
#2:
Video support reaches an inflection point — if you snooze, you lose.
At
the end of 2013, Amazon.com became the first company to offer one-way video
customer support. In 2014, Avaya became the first company to offer both one-way
and two-way video support options for customer engagement. Now companies in
many industry verticals are adopting—or at least piloting—some form of video.
Businesses that haven’t begun to make the move to video will be challenged to
catch up with their competitors.
#1:
The cloud takes shape.
The
market is about five calendar quarters into an eight-quarter transformation
from a mindset that favored on-premise, owned equipment, to one where
executives think of cloud solutions first as they consider new and upgraded
communications capabilities. The hosted cloud solution will need to drive a
differentiated support services experience in which users can click from within
the application to get timely help.
White
Paper Link | http://www.avaya.com/usa/documents/communications-services-trends-for-2015-svc7635.pdf
Source
| http://www.avaya.com/
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