Over the years, customer service software has come a long way – but a quick glance at the horizon reveals that there is probably more to come. With the rise of social networks, the Web 2.0 and other social applications the customer service industry is undergoing some pretty heavy changes.
And the software needs to keep up or risk being left behind.
So what are you going to be able to expect from next generation customer service software? Let’s look at the developing customer service trends to figure that out!
Social Customer Service Software
Overall, the biggest change that has taken place in the last few years on the customer service scene has definitely been the manner in which customers require support. In the past, most customers would simply call a hotline, or send in an email.
However with social networks such as Facebook and Twitter, all of that has changed. Nowadays, customers expect businesses to have a Facebook and Twitter presence, and they also expect that when they ask for support there – it will be answered.
Unfortunately most existing customer service software does not allow for this. Some of the better ones nowadays do convert Facebook wall posts and Twitter tweets into tickets, but the system is far from perfect.
Needless to say, it would be reasonable to assume that in the coming year customer service software will start to provide greater integration with Facebook and Twitter.
Consider this: Right now even the best customer service software on the market really only pulls information from Facebook and Twitter while ignoring the fact that Facebook and Twitter can be used to provide information too.
Instead of using the traditional knowledge base self-help model, what about actually moving that to Facebook?
Some customer service models have already started to lay down the foundation for that, but it is far from perfect as yet.
Mobile Customer Service Software
Another new area that many of the top customer service software brands are delving into are mobile customer service.
With smartphones selling like hotcakes, and tablets also doing the same (think: iPhone, iPad), the amount of users out there who want to get the service they require while on the move is nothing less than incredible.
As such, customer service software needs to evolve to meet that demand.
There are solutions out there that offer mobile phone apps and so on – but far greater customization is required before these solutions actually become an attractive option for customers.
Anyway, now you should at least be starting to see the possibilities that exist with next generation customer service software.
With new trends in customer service emerging everyday – who knows what will actually happen in the future. What is certain though is that both the software and the companies running them need to stay ahead of the curve in order to remain competitive!