The Future Of Customer Support
I came across several prediction and wish-list type articles and posts which is typical of a New Year and natural that people should wonder what the immediate future holds. As we look towards an unpredictable future there are certain things we can spot trends for. In Web Hosting terms these are my observations formed on reading other peoples predictions and thoughts for 2013.
We have seen a trend generally across the business spectrum towards a customer focused, customer centric and customer driven, buzz word stuffed marketing epidemic.
It is as if after the industrial age of Big Business and union dominated worker focused idiocy we have to rebel with a 180 degree turnabout. Don’t get me wrong this is one revolution on the business merry-go-round that I am fully in tune with.
Having been self-employed nearly all my adult life it has been drummed into me that the customer is king and without the end user we are redundant in every sense of the word.
So for the rest of the world to catch up to this thinking and embrace it as if it was a recent invention is somewhat refreshing whilst being a little infuriating when you have some fresh faced new graduate explain in single-syllables how im-port-ant customers are when receiving a customer brief.
What is new however, is that the world is getting smaller. This is not anything new either as we have been saying that since the Wright brothers were out of britches. The shrinking world this time is down to communication devices putting or keeping us in touch 24/7.
We never get a moment alone anymore as we are get-at-able, every where. The Bathroom, no problem, can get a signal. Up Mount Kilimanjaro – no problem. On honeymoon – just going to check my messages darling!
We would be lost if we had to set the clocks back 10-15 years. Anyway, I digress.
Customers are no exception and are available and ready to communicate 24/7 and you had better be geared up to dealing with them in their chosen time zone, their device and channel of choice and in a language they feel comfortable complaining in.
For the second part of this article click on the link to read more…