Current customer support problems shine a spotlight on how out of date many organization’s service offerings are right now. From IT help being hard to reach to dealing with old-fashioned support systems to support staffs that are unresponsive, arrogant, or incompetent, field service organizations are currently facing many challenges in the customer service arena.
To combat these problems, all you need to do is look to the future. According to an Aberdeen Research report called “Getting a Clear Picture of the Future of Support: 10 Ways Support Will Change in the Future” (July 2015), “the future of service and support will be mobile, real-time, social, visual, and automatic.”
For example, solutions such as live video interactions, live chat, and real-time remote access where support representatives can take over a person’s computer screen and fix a problem as the person watches their mouse independently move around the screen. Businesses that don’t offer these sort of immediate solutions should forget the past and start looking to the future so they don’t see their business start to shrink.
Here are some ways that support will change in the future:
Putting Mobility First
More and more customers want and expect to receive support from their mobile phones. Organizations will begin to orient their customer service offerings to match this expectation.
Those that only have landline phone or computer-based support will begin to lose favor in the eyes of customers.
Integrating Wearables and Other New Technology
While catering to smartphones and tablets is most likely already on the agenda of best-in-class organizations, integrating other mobile devices such as wearables into your service plan will be important in the future.
Offering Real-Time Service
Given that technology has become an integral part of our daily personal and work lives, long periods of downtime can cause an array of frustrations and problems for customers. This is why organizations will offer instant service in the future. So that customers can receive support and solutions immediately without having to wait too long.
Giving Transparent Support
Keeping customers in the dark about the status of their service is no longer a smart option for field service organizations. Letting them know what is happening with their service request is imperative to keeping customers happy and returning for more.
Collaborative Support Team
Nowadays, support reps don’t work in a vacuum, and customers should be seen as team members. Working with the customer to understand what they need is an important factor in delivering customer happiness. Users want to collaborate with support staff and this in turn makes them feel like they’re a part of the process and not being ignored or brushed aside.
Better Social Support
Using social media for support is not a new thing, but what will change is how social channels are incorporated into the way companies deliver service. There will be more real-time support and collaboration thanks to social media.
Activating Video Support
Webcams and mobile cameras are not yet being used to their full customer service potential. When video tools are activated, customer support will be better since representatives will have a more visual method for helping customers.
Leveraging Video Support
In the future, customers will use smartphone and mobile device cameras to show customer support agents problem areas or broken items and the agents can use this view to help diagnose and fix problems quicker.
In the future, customers won’t have to reach for the phone or send an email to request service. Some operating systems on mobile devices and computers already have the capability to automatically request service or upgrade their own firmware and software when an update is released.
Thanks to the IoT enabled by sensors, devices will be able to notify service providers of problems before they start. Predictive maintenance will be enabled on most devices and customers will have machines that can essentially, take care of themselves.