7 Take-Note Online Customer Service Predictions


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Customer service delivery is evolving at an accelerated pace, as are the emerging service channels that are driving the push for an agile, real-time, multi-channel customer experience. Here are seven customer service predictions from industry experts that speak to the near future of online customer service:

1. By 2014, refusing to communicate with customers via social media will be as harmful as ignoring emails or phone calls is today. – Gartner Predicts 2012: The Rising Force of Social Networking and Collaboration Services

2. Social media will become the #2 customer interaction method in the next three to five years. – IBM 2012 Global CEO Study

3. Through 2015, 80 percent of multichannel implementations will fail because retailers will retain channel and product-centric strategies. – Garter Top Industry Predicts 2012: Industries Face intensified Consumerization and Technology Disruption

4. The number of U.S. mobile web users will grow annually by a compound rate of 16.6% between 2010 and 2015. More people in the United States will access the web via mobile devices than via wireline computers by 2015. – IDC’s Worldwide New Media Market Model (NMMM) Forecast

5. The number of mobile social network users in the U.S. will grow from 58.5% in 2012 to 79.1% by 2015. – U.S. Mobile Social Network Users Expected to Double by 2015 – eMarketer

6. By 2016, more than half of the dollars spent in U.S. retail will be influenced by the web. – Forrester U.S. Cross-channel Retail Forecast, 2011 – 2016

7. By 2015, the marketing budget allocated to retaining customers and increasing loyalty through customer service will more than double. – Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age

Republished with author's permission from original post.

Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.


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