We at EXPIVA believe we are at a crossroads when it comes to how we handle customer interactions. We will go so far as to say that the "new" way we handle these interactions (chat, email, phone) will actually start to be the old way in about a year from now... that's right a year. This unfortunately scares a lot of companies as well who have done customer service one way for decades.
Looking out one to five years we have to look at what customers will be doing. Smartphones and tablets will take over the desktop and laptop. Right now about 1 in 4 Americans own a tablet. As competition grows, prices recede and the use of tablets grows in the workplace this number will skyrocket
1800 number communication will seem like the "old" way to communicate. IVRs while still will have value will start to give way to newer technology.
Why do I say that?
From a customer service standpoint customer service APPs are taking the place of IVR's. If you want information without talking to an agent you will pull up an APP and get that information on your phone or tablet. If you want an account balance, how many points you have, basic questions like this APPs are quickly taking the place of the IVR when it comes to preferred usage.
Now if you want to talk to an agent, dialing a 1800 number will become the antiquated thing to do. Customers will be using WebRTC (web real time communications). This will allow customers from their smart phone or table to instantly connect to an agent that will be connected browser to browser seeing exactly what the customer is seeing with any program to be downloaded. Face time will also be available if you want to look an agent face to face. (kind of star-treky...lol)
Social Media giants such as Facebook are starting to apply this technology to Interactions and Ads.
In the beginning this will be an add-on to a cloud based or premise based provider. We at EXPIVIA believe it will take over the role of the 1800 number and will become the way most customers will communicate with companies and call center agents.
We see the call center agent as having their own tablet as their desktop. They will have a keyboard to type but will be able to take this tablet with then when they go to training or have the tablet as a backup from home if you are using mobile or at home agents or for overflow.
Desktops are going away. PBX's are going away; certain cloud based technologies (even though they are relatively new) will be going away.
Real Time communication through the browser with apps on tablets will be the new form of communication. The earlier companies jump on the bigger advantage they will have in dealing with their customers.
Social media is no longer the think only "cool" companies aspire to use. It is becoming an absolute necessity. Take a look here for more on the effect of social CRM on every organization http://www.expivia.blogspot.com/2013/05/social-crm-integration-is-important-for.html
Exciting time in the CRM place.
Looking out one to five years we have to look at what customers will be doing. Smartphones and tablets will take over the desktop and laptop. Right now about 1 in 4 Americans own a tablet. As competition grows, prices recede and the use of tablets grows in the workplace this number will skyrocket
1800 number communication will seem like the "old" way to communicate. IVRs while still will have value will start to give way to newer technology.
Why do I say that?
From a customer service standpoint customer service APPs are taking the place of IVR's. If you want information without talking to an agent you will pull up an APP and get that information on your phone or tablet. If you want an account balance, how many points you have, basic questions like this APPs are quickly taking the place of the IVR when it comes to preferred usage.
Now if you want to talk to an agent, dialing a 1800 number will become the antiquated thing to do. Customers will be using WebRTC (web real time communications). This will allow customers from their smart phone or table to instantly connect to an agent that will be connected browser to browser seeing exactly what the customer is seeing with any program to be downloaded. Face time will also be available if you want to look an agent face to face. (kind of star-treky...lol)
Social Media giants such as Facebook are starting to apply this technology to Interactions and Ads.
In the beginning this will be an add-on to a cloud based or premise based provider. We at EXPIVIA believe it will take over the role of the 1800 number and will become the way most customers will communicate with companies and call center agents.
We see the call center agent as having their own tablet as their desktop. They will have a keyboard to type but will be able to take this tablet with then when they go to training or have the tablet as a backup from home if you are using mobile or at home agents or for overflow.
Desktops are going away. PBX's are going away; certain cloud based technologies (even though they are relatively new) will be going away.
Real Time communication through the browser with apps on tablets will be the new form of communication. The earlier companies jump on the bigger advantage they will have in dealing with their customers.
Social media is no longer the think only "cool" companies aspire to use. It is becoming an absolute necessity. Take a look here for more on the effect of social CRM on every organization http://www.expivia.blogspot.com/2013/05/social-crm-integration-is-important-for.html
Exciting time in the CRM place.
Now is the time not to fear these technologies but to take advantage of them. Let EXPIVIA help you.
Visit us at http://www.expivia.net or on Facebook at http://www.facebook.com/expivia.
THIS IS EXPIVIA
Visit us at http://www.expivia.net or on Facebook at http://www.facebook.com/expivia.
THIS IS EXPIVIA
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