Customer service and satisfaction have been always two of the major vital components of business success. Customer service now implies faster resolution, preemptive and immediate responses for both the internal and external customers. With newer trends like cloud computing, BYOD, IoT, AR, and VR and SaaS-based models transforming the customer and employee experience in organizations, businesses need to be ingenious and cooperative in exploiting these for better customer service. Understanding the trends in customer service helps us focus on the importance of technology in the service delivery.
For companies in the IT space, ITSM or IT service management has seen IT service desks going beyond IT to provide a holistic service management experience to all the business units. We see a trend of self-service in the customer service space that allows users to help themselves using a knowledge base or ordering from a service catalog. This reduces makes agents redundant and removes the related delays in response. In future, we expect that the service desk and support staff will determine clear-cut criteria to determine if is supported by IT, a third party or if it is the responsibility of the employee in the context of BYOD. Another notable trend is how computerization is driving support to go beyond being a channel or touch-point and evolving to becoming the product itself.
For Good Customer Service
Being the backbone of businesses, we feel that IT service function has to stop working in silos and the agility and technical expertise of IT has to be aligned with the long-term vision and strategic acumen of business. With apps being increasingly used now service desk apps need to look and feel intuitive, be modern, and integrate with the third-party apps. Business relationship management is now a part of IT service management and it helps in categorizing incidents in terms of issues impacting specific departments, helping stakeholders get a clear picture of the focus areas for organizations. To deliver good service companies need to focus on services that deliver value.
Customer Service -Dos and Don’ts
The service desk now needs to go beyond IT and encompass employee on-boarding, facilities management, legal policies, payment requests which will take the company closer to its customers and understand their dynamics. To manage customer expectations effectively, companies need to listen to frontline staff and empower them to act accordingly. Internally departments need to talk to each other and ensure that the corporate objectives are aligned with service promises to customers. Customers need to be treated as much more than mere transactions while the companies need to ensure that they do not oversell themselves to customers.
Some of the other specific points regarding customer service include:
Success in Customer Service
With ITSM non-technical business units will have to be more involved in service governance, service strategy, and service design. In such a situation, the service desk has an important role in managing services and in making service delivery easy and effective. Companies can handle the challenging aspect of service management with solutions like the Wolken Customer Service Desk that simplifies the process of receiving and resolving customer service requests across channels. Such solutions provide a holistic view of the customer and provide actionable insights.