Click4Assistance glyph Flower shape graphic Rectangle shape
27 February 2015 | 5388 views

Customer Service Trends for 2015 Includes Website Chat Software

Customer Service Trends for 2015 Includes Website Chat Software

Customer service is involving fast. Without using a crystal ball there should be some exciting trends for 2015 that will continue the rapid development of customer service in 2014.

Customer service is involving fast. Without using a crystal ball there should be some exciting trends for 2015 that will continue the rapid development of customer service in 2014.

With new technologies and developments now driving customer service, and a continued drive for businesses to be even more efficient, the role of customer service representatives will be even more important as businesses strive for cross-selling opportunities as well as overall customer satisfaction.

According to Gartner, multi-channel is now inevitable for businesses over the next few years as customers continually seek to self-serve via a variety of touch points and interactions.  Website chat software, as well as more automated systems, will become important for businesses in this operating environment.  Customers will continually seek to interact via the methods that suit them best.  Customer seeking to interact online with businesses has doubled in the past years to 55%. 

A multi-channel approach will see businesses focussing on website chat software, email, social media as well as the phone.  However, of all of these channels, live chat software stands out as the most simple to use and best suited to a true online experience for customers.  With a drive to focus on website chat software, customers with only complex queries will be directed to telephone support.

Another development is expected to be more cloud based support centres.  As a multi-channel approach becomes more widespread it’s unlikely that traditional office software will support it.  Cloud based technology, streamlining operations and storing data, is expected to become the norm for more complex businesses over the next two years.

It’s also likely that cost will drive future developments with regard to customer service.  Lower cost channels such as and social media are expected to become more widespread for the ordinary customer with higher net worth customers receiving more 1-2-1 or face-to-face service.  Most customers prefer convenience and efficiency and will be attracted to the self-service route which is also the preferred option for many online stores and businesses.  The challenge for businesses is to integrate all the channels for better CRM data.

live chat software especially offers an excellent opportunity for businesses to monitor performance and customer interaction data.  This not only drives training opportunities but also provides valuable data on key drivers and trends to improve the business.

If you’d like a no obligation quote to see how live chat software can help streamline your customer service operation contact Click4Assistance for a no obligation quote today.  Click here for further information.

Popular Blogs

What countries is ChatGPT banned in? 1 Jun 2023

What countries is ChatGPT banned in?

ChatGPT is banned in most of the world’s dictatorships, plus, surprisingly, Italy, which introduced controls in March 2023.

Read more
Large Insurance Firm Implements Live Chat for Web 24 Aug 2016

Large Insurance Firm Implements Live Chat for Web

One Call Direct compares car, home, van and travel insurance from a panel of trusted insurance brands. They also offer many other insurance products and services including breakdown, short term and learner driver insurance.

Read more
Accessibility in Live Chat Integration 15 Jun 2017

Accessibility in Live Chat Integration

Organisations that design websites, web technologies or web tools should remove any barriers that prevent interaction with or present accessibility issues for people with disabilities; this is known as web accessibility.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!