1. #CustomerService TREND: 20% of companies outsourced or were very interested in outsourcing Customer Care

2. Customer Service Tips Twitter and Facebook can amplify the impact on a company’s reputation #CustomerService TREND:

3. #CustomerService TREND: In 2012, more companies adopted voice of the customer programs (68% v/s just 55% last year).

4. Customer Service Tips #CustomerService TREND: Companies are aligning their mobile strategies across functional groups for consistent UX

5. Customer Service Tips Having a personalized experience is priority for 17% of customer #CustomerService TREND:

6. #CustomerService TREND: BPM in the front office in an attempt to formalize agent actions to standardize service delivery

7. #CustomerService TREND: We see more suite solutions from a single vendor being deployed.

8. #CustomerService TREND: Top 5 sources of #CustomerService on website: FAQ section or knowledgebase (51%)

9. #CustomerService TREND: If customers don’t receive help on website, 48% will abandon the site

10. Customer Service Tips #CustomerService TREND: Knowledge Management Is Becoming The Jewel In The #CustomerService Crown

11. Customer Service Tips Customers expect to start interaction in one communication channel and complete it in another. #CustomerService TREND:

12. Customer Service Tips 21% customers prefer being able to do other things while issue is getting resolved #CustomerService TREND:

13. #CustomerService TREND: Top 5 sources of #CustomerService on website: Email address for #CustomerService (60%)

14. Customer Service Tips #CustomerService TREND: 17% people prefer online help as you don’t have to speak to someone

15. #CustomerService TREND: 70% of organizations are either currently using SaaS solutions for CRM or are interested in it.

16. Customer Service Tips Greater adoption of #CustomerService that deflect contacts to increase agent productivity & satisfaction #CustomerService TREND:

17. #CustomerService TREND: 37% customers prefer being able to follow up with the same person if necessary

18. Customer Service Tips #CustomerService TREND: Better reporting and analytics in order to monitor overall KPIs to optimize the success.

19. Customer Service Tips Agent-to-Agent collaboration results in Subject Matter Experts interact to increase first-contact resolution rates #CustomerService TREND:

20. #CustomerService TREND: 27% customers expect you to provide customized offers

21. #CustomerService TREND: For personal service, agents must have access to the full customer history

22. #CustomerService TREND: Analytics will improve the End-To-End experience

23. Customer Service Tips #CustomerService TREND: 56% Customers prefer getting issue resolved in a single interaction

24. Customer Service Tips Community knowledge to be harvested for inclusion into knowledge bases #CustomerService TREND:

25. #CustomerService TREND: Top 5 sources of #CustomerService on website: Click to call, having a live agent call back (34%)

26. Customer Service Tips 71% expect assistance within five minutes. Yes, five minutes. #CustomerService TREND:

27. #CustomerService TREND: #CustomerService Is Moving From Cost Center To Differentiator

28. Customer Service Tips #CustomerService TREND: Encourage immediate problem solving with customers.

29. #CustomerService TREND: Channel Preference Is Changing Rapidly - Voice is still the primary communication

30. Customer Service Tips 27% prefer follow-up after the inquiry to ensure satisfaction #CustomerService TREND:

31. #CustomerService TREND: Top 5 sources of #CustomerService on website: A telephone number to call (61%)

32. Customer Service Tips #CustomerService TREND: According to Deloitte, 60% consumers are going online more often to find best products

33. Customer Service Tips Next-Best-Action Solutions Are Powering Targeted Offers #CustomerService TREND:

34. #CustomerService TREND: Customers Expect Proactive Outbound Communication: 29% of enterprises are currently investing

35. #CustomerService TREND: Top 5 sources of #CustomerService on website: Live chat (57% Customers want it)

36. #CustomerService TREND: 12% rise in web self- service usage for #CustomerService in the past three years.

37. Customer Service Tips 24% rise in chat usage for #CustomerService in the past three years. #CustomerService TREND:

38. #CustomerService TREND: 25% increase in community usage for #CustomerService in the past three years.