The document outlines key trends for enhancing customer service and experience in 2016, emphasizing the importance of mobile optimization, personalization, and 24/7 availability. It highlights that customers prefer self-service options, quick response times, and the ability to communicate through various channels. Companies are encouraged to leverage data for proactive issue resolution and maintain ongoing communication with customers to boost satisfaction and loyalty.

2. The new year is here! And
with customer service and
customer experience taking
precedence over your
sales, marketing and even
product efforts as your
greatest differentiator
against competitors…

3. How will your brand
stand out in 2016?

4. Here are the top 10
trends you should
leverage to start the
year with a winning
customer service
strategy:

6. By the end of 2015,
42% of the global
population will own a
smartphone.
Source: Forrester

7. Today’s customers are
using their mobile devices
for nearly everything.
From purchasing to
contacting customer
support, your brand’s
mobile strategy should be in
line with your customers’
mobile journey.

8. Brands should optimize
their customer service
offerings for mobile:
• Phone Support
• Social Media
• Chat
• Email
• FAQ

10. 70% of customers
believe that company
websites should have
a self-service option.
Source: The Real Self-Service
Economy Report

11. Customers want to
feel empowered by
being able to solve
their issues on their
own.

12. Collaborate with your
support and product
teams to ensure that
your FAQ page and
knowledge base are
up-to-date.

13. Make sure that
customers can easily
find answers to their
questions on your
website, via self-service
options in your IVR and
in your knowledge base.

15. 60% of customers will
abandon a call after
waiting on hold for a
minute.
Source: Velaro

16. And...61% of
customers would use
the Callback from
Queue feature if
available.
Source: Velaro

17. Nobody likes to wait
in a call queue for an
extended period of
time.

18. This year, give your
customers the option to
be called back by your
team instead of waiting
in the queue.

19. This will show that you
value and respect their
time and will improve
their overall experience
with your company.

21. 86% of consumers
say personalization
plays a role in their
purchasing
decisions.
Source: Infosys

22. In 2016, your customers
expect you to offer
them a personalized
experience.

23. Integrate your call center
software with your helpdesk
and CRM to know as much
as possible about your
customers the moment they
reach out to you.

24. Train your agents to use
the appropriate
etiquette, vocabulary
and language to make
your customers feel
unique and heard.

26. 55% of customers say
easy access to info
and support can make
them love a brand.
Source: IdeasUnlimited

27. The customer of 2016
is impatient and
expects support to be
readily available
when they need it.

28. As a result, many
brands are offering
24/7 support 365
days of the year.
In 2016, make sure
your company doesn’t
fall behind.

30. 7 in 10 Americans
said they were willing
to spend more with
companies they
believe provide
excellent customer
service.
Source: American Express

31. The future of
customer service
involves predicting
your customers’
issues before they
even arise.

32. Tap into your data to get
a sense of common
complaints and issues.

33. Offer your customers
useful information and
troubleshooting tips
before they even ask
for it.

35. 44% of email
recipients made at
least one purchase
last year based on a
promotional email.
Source: Convince&Convert

36. Don’t wait until your
customers reach out to
you for you to re-establish
communication with them.

37. Stay in touch with your
customers by sending them
valuable content such as
new product features, tips
for adhering to best
practices, industry insights
and so on.

39. Interactive Voice
Response (IVR)
Systems account for
27% of the entire call
experience.
Source: JD Power & Associates

40. Call center software
features like an IVR System
can help your customer
service team offer a more
seamless customer
experience.

41. A simple yet well
thought out IVR can
help your customers
reach the right agent
so that their problem is
solved quickly and
effectively.

43. 86% of buyers would
pay more for a better
customer experience.
Source: CEI

44. In 2016, understanding
your customer’s journey
can make or break your
business.

45. Customer journey
mapping will help your
organization understand
how customers interact
with your brand and
identify key points of
friction.

46. Based on your customer
journey map you can
devise a company-wide
plan that will improve
your CX across the
board.

48. 95% of customers use
more than one
channel to contact
customer support.
Source: CFI Group

49. While phone support is
king, other customer
service channels should
not be ignored.

50. In order to truly offer a
great customer
experience, your
support team should
be available on any
channel your customer
base wishes to contact
them.

51. Evaluate the different
support tools out there
like live chat and social
media that integrate
with your primary
helpdesk, CRM and call
center software solution.

52. Start 2016 right with a winning
customer service strategy.
Start 2016 right with a winning
customer service strategy.

53. Start 2016 right with a winning
customer service strategy.
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