Happy New Year! I hope you had a fantastic holiday season and are now ready for all that 2013 holds. And what a year it is going to be!
Over the past year or so I have focused a lot of attention on social networks and how they have been changing the customer service landscape. It seems strange now to consider how recently all this seemed radical – especially the idea that customer service teams would need to be answering queries that were not even formally directed at a brand.
Now it all seems to be just business as usual. Governments are communicating with their electorate using social media, retailers are building communities of fans and rewarding them with discount vouchers, and broadcasters are using social tools as a viewer feedback channel. Customer service has evolved using the same tools and is now more of a multichannel conversation than just a simple call to a fixed helpline number.
This acceptance of social tools as just another part of the customer service mix is where I will be focusing a lot of attention this year. I believe that 2013 is going to be the year of the channel-shift – if that’s even an accepted expression yet.
Consumers used to engaging with brands via one channel, such as the phone or through instant messaging, will shift to new channels encouraged largely by the rapid adoption of smart phones. Data from Nielsen indicates that people spend almost a third of all their mobile online time on social networks.
This is how customers are behaving today. Will earlier channels remain viable or will there be a complete change in consumer behaviour? It’s something Teleperformance will be exploring in detail this year and I hope to hear your thoughts on where you think the biggest channel shift will take place this year…
Photo by Leszek Leszczynski licensed under Creative Commons