A picture is worth a thousand words, and pictures go viral now. Businesses must tailor their communications to trends in the media arena. There are a few distinct emerging communications trends this coming year. Avaya experts have come up with the top developments of 2015. To recount their theories, we have compiled a brief list of our own that aligns with their top six.
The cloud will become more prevalent.
As technology grows and changes, more space and memory is needed for business work, not to mention increased security. Most executives know that the cloud is becoming popular among large scale companies for its upgraded capabilities. Avaya personnel suggest that the mindset will shift in about five quarters on the business calendar from wanting in-house equipment to looking at cloud solutions. When this switch is made, a strong support team from the cloud will be needed to address concerns and issues in a timely fashion.
Engaging customers on social media grows difficult.
Just posting on social media accounts and looking at business profiles will not help sales in 2015. As advertising becomes streamline on social media, it will be a daunting task to differentiate the way a business presents itself. A new personality and voice must emerge to engage the right customers. A digital marketing manager must follow trends on each platform to respond appropriately and effectively. Avaya suggests that businesses should encourage crowdsourcing for customer to employee interaction.
Video technology support will be a given in the customer service industry.
In prior years, only a few companies offered video support; and it was only one-way. Avaya offered two-way video support in 2014 and was the first company to do so. This allowed customer engagement and relief on the customer’s end. Other companies have picked up on this emerging trend and are rapidly making this support option available. Businesses should implement video as well as keep up with chat support in 2015 to keep up with the market competition.
Customer support becomes more efficient.
Not only will video technology improve the customer experience, but the way customer support is structured will increase the efficiency of the business. For example, when a customer calls in about an issue, the first person they speak with will have the knowledge and ability to address the problem. Long waits on hold will slowly be eliminated as there will be more employees to handle customer service. A technique also to be implemented in 2015 is swarming, where teams are multi-functional, fluid, and can solve problems quickly.
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