GoResponse Telephone Answering Service Staff

Text analytics and embedded mobile care set for 2015

Text MessageNow that January is here, many call centres are looking to the future and trying to establish what they can expect from the year. If the last 12 months are any indication, customer care is likely to be a priority for telephone answering services, with businesses needing to focus on positive experiences and high quality services to keep clients happy and loyal. In addition, it seems that text messaging is likely to play a larger role, whilst customer services will also become embedded into mobile applications.

One of the problems that many companies are currently facing is how to analyse the increasing number of texts they are receiving, whether these are direct communications or alerts from webchat, social media, or mobile apps. There is a long backlog being seen, with some businesses having trouble getting on top of texts in a timely manner. In 2015, the latest text analytic solutions are set to hit the market, allowing agent time to be freed up as almost 60 per cent of messages are automatically handled.

Meanwhile, 2015 is also set to be the year that mobile applications note increasing customer service tools. Dedicated apps have already seen a gaining presence, but it is likely that call centres will increasingly take centre stage on these, with call back, webchat and instant message features being embedded into solutions.

For call centres that want to stay ahead of the competition, it is important to pay attention to the latest trends and act on them. Businesses that do this successfully could note performance and market gains.

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