Last year, like in the previous years, customer service has become big in any industry. In fact, we have come now to an age where customer service is king.
The latest technology has leveled the playing field, and that leaves customer service as the differentiating factor. An easy example that I can give you is the iOS and Android. When the former comes with a new app, the latter follows. Or when a TV manufacturer comes up with the flat screen the others follow. Some even cheaper.
That’s why companies have to be better in their customer service strategy. I stumbled upon this article on B2C, which lists the top 10 customer service trends for 2013.
The article talks about the rising expectations of the customer, and the influence of social media and free information on the Web. The environment has really changed.