Looking to 2013, Forrester identifies 15 ways customer service will change. Forrester Analyst Karen Leggett posted an article on Forrester's blog as a preview to a full report that will be published toward the end of January.
She highlights a number if interesting trends in customer service for 2013:
The biggest trend for 2013 will be self service channels for customers. According to the article, 60% of customers are using web self-service knowledge to find answers to the questions they have. In addition to being easy and quick to use, these self service channels must be mobile-friendly.
Success metrics for customer service representatives are changing. Rather than being cost-centric, companies are adopting a more well-rounded way to measure that includes customer satisfaction and turnaround time.
Knowledge management tools have become essential in scoring high with these new metrics. SaaS solutions are quickly becoming very popular.
Having an outbound voice has become essential to customer service because companies are using forums, news and social media to reach their customers and provide them with information to solve problems and perform updates.