customer service trends in 2015

Year End Review: Customer Service in 2014

When you think of customer service in 2014, chances are the first thing your mind jumps to is the horrific Comcast service call. But 2014 was actually a great year for customer service: omnichannel service picked up steam, customers had more ways to solve problems than ever, and contact centers started implementing new, useful channels.

OneReach CEO Rich Weborg discusses the introduction of channels like SMS support in his year end ICMI article:

Historically, most businesses that support SMS use it for marketing or notification purposes only. However, with the emergence of toll-free SMS, business number texting, SMS automation, text chat and business MMS, the concept of using text messaging for customer support is now a reality. While many organizations started to really consider SMS as a viable service channel, only the early adopters began to realize the benefits.

 

Want to find out what 2015 will bring? Take a look at the rest of the article here, and don’t forget to download our free Harris interactive report to learn more about how customer want service delivered.

Photo by Flickr user Garry Knight.

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Rich Weborg

Rich Weborg is the CEO at OneReach. He is passionate about technology and communication and believes that technology can help drive better and more meaningful interactions between people and businesses. Rich has helped to create several technology startup companies over the last 10 years and has created compelling solutions for various industries including DSL, Networked VPNs, Text Messaging and Data Analytics. Rich brings with him over 25 years of experience in software development, process engineering and product management. Rich started his career working for fortune 500 companies including IBM, Aetna, Sprint and Level 3 and is now concentrating on creating companies focused on emerging technology. Rich holds a master’s in Technology Management at the University of Denver and a bachelor’s in Information Systems from Central Connecticut State University.

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