Customer Service Software provides companies with tools and management systems to help increase customer satisfaction. Companies all over the world are taking advantage of these tools – everything from live chats, ticket management, knowledge base solutions, automatic call back, mobile chats, social network updates and responses and more.
These tools open the door for businesses to connect directly with its customers.
Just this week, new research found that over 30 percent of customers hit to social media websites such as Twitter and Facebook (News - Alert) to air their customer service experiences, according to TMCnet contributor Tracey E. Schelmetic.
“New research commissioned by workforce optimization solutions provider, Verint Systems has found that 32 percent of customers, nearly one in three, are sharing their customer service experiences – both of the good variety and the horror stories as well – with pretty much everyone they know via social media and blogs,” reported Schelmetic.
Although tools are constantly being developed, it looks like companies still have a long way to go to keep its customers happy. “The study found that only 49 percent of customers feel satisfied with customer service, and two-thirds of consumers get angry with long wait times. (And while they are waiting to speak with an agent, they’re likely on Twitter (News - Alert) telling 500 people that your company stinks,” said Schelmetic.
Read more on the research here.
Another research company, Gartner (News - Alert), discussed the importance of customer service as a place where all different types of communication platforms combined. The group called it the “Nexus of Forces,” referring to the process companies use to combine social interaction, mobility, information, and cloud computing.
TMCnet Contributor, Tracey E. Schelmetic explained, “Anybody who studies or manages customer service applications today knows there’s big change afoot. The change is due to a number of factors that have begun to affect the way customers interact with companies today,” said Schelmetic. “When [customers] seek out service, they want it on the spot, regardless of the time of day. They’re also extremely informed, often having done research prior to making the contact and expecting that the call center agent who answers their contact will be equally well educated about the products and services.”
To handle the increase sophistication of its customers, companies need to be ready to handle the new “Nexus of Forces.” Just take mobile social networking as an example, which will spike almost 20 percent by 2015. The only way a company will be able to survive is if it’s prepared.
Read more about convergence of customer service here.
Lastly this week, TeleTech (News - Alert) announced it has opened a new customer experience center in Kentucky. The new state-of-the-art facility will open in Paducah, as part of the companies May 2012 commitment to provide more centers.
“Today, companies need to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders,” said Mini Swamy, TMCnet contributor. “TeleTech claims to be in the forefront with its ability to redefine the customer experience with differentiated customer services across multiple channels.”
Kenneth Tuchman, chairman and CEO at TeleTech, said he couldn’t be happier with the announcement and opening of the new call center. “We’re excited to expand our commitment to the state of Kentucky,” said Tuchman. “The talented labor force in the state will help us deliver exceptional support to our Fortune 1000 clients and their customers.”
Read the rest of the story here.
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