After being in the industry for 17+ years, I started questioning whether the processes, tools, technology, etc were going to be relevant three years down the track. My research yielded some disturbing facts that I thought would be shaking the very fundamentals of what we know today as “CRM Customer Service”.
I plan to publish a series of blogs on Customer Service and highlights some of these.
Is your customer service relevant? Do you relate to/connect with your customers?
Change is constant. World has changed, we’ve changed! Our kids are different than we’re. My 8-yr old told me five years ago that my laptop was broken – because the screen would not move when she swiped her finger across!
I carried a pager once. I am not afraid to say this out loud today, but in five to ten years, I will have confused faces looking at me trying to make sense of what “pager” meant when I said that. My elder one (she’s 11) has a website where she sells exotic, handmade jewelry. She created that website without any help on wix.com, and used Shopify engine for billing and payment collection. I did not help her a bit. She bought her own iPad last month and now has the Square box for collecting credit card payments. She uses her iPhone camera to take pictures and post them on her shopping store.
This would have sounded a stretched story some 10 years ago. But you’d not question it today. The kids today are living and breathing digital. Laptop gets a “why” look from my daughter and she shows me iPad and iPhone. The One +1 phone (it is a Chinese device) has a quad-core processor!
~ 90% of the millennials (some 80+ million of them) in the US (age 16 – 24) carry a smartphone.
Making a phone call ranks 5th in their overall usage of the phone. Connecting with their social circles ranks 2nd.
Do we expect this demographic to wait 20 mins on the phone just to talk to someone regarding their problem when FB, Twitter, Snap/Wechat, WhatsApp, Instagram a button click away where there’d always find others who would share their story, echo their sentiments, and relate to them?
All the stats aside, the last question is quintessential. With all due respect, the established tools – and companies that provide those – like to sing to the tunes of “Self Service”. When you only hear from 4% of your customers that are having problems – that tune suddenly goes off-beat, doesn’t it?
Ultimately, the call to action is on you to serve your customers; and not on those that provide software to help manage your service business. When was the last time anyone did anything relevant that actually helped YOUR customers?