Gartner Report Highlights Growth of Contextualized Movie Talk Support
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Gartner Report Highlights Growth of Contextualized Movie Talk Support
To kick off the fresh year, Gartner recently released "Predicts 2015: Feeble Mobile Customer Service Is Harming Customer Engagement", a report that outlined the evolution of customer engagement going into 2015. The probe examined the growing importance of mobile and video-based talk for businesses that want to connect with customers in a wise way. Consider the following statistics.
- By 2018, 5% of customer service cases will be initiated by Internet-connected devices, up from 0.02% in 2014.
- Over one hundred of the five hundred largest global businesses will introduce video-based talk by two thousand eighteen for customer-facing interactions.
- By 2017, one-third of all customer service interactions will still require the support of a human intermediary.
- By 2018, 75% of social-only customer service agents will be blended into the customer service agent pool.
- By 2018, 50% of agent interactions will be influenced by real-time analytics.
The OnSIP app, designed with WebRTC, was built for movie customer support
The report predicts a trend, corroborated by Kelcor’s latest WebRTC Ecosystem explore, that businesses will turn to movie capable communications channels and customized CRM for customer interactions. These predictions come on the high-heeled shoes of a year that eyed more widespread adoption of face-to-face movie interactions with customers by major companies such as Amazon and Google (as documented by the LA Times and Forbes).
"I especially like this report’s recommendation to commence piloting movie talk capabilities for a specific use case, focusing on high value and frequent interactions," said OnSIP VP of marketing and product management Nicole Hayward. "When we launched InstaCall for our customers, we had to choose where to pilot movie support for our own CRM. We commenced with an InstaCall button inwards of our admin portal, accessible to all OnSIP customers who login and manage their OnSIP account. Not only does the button enable a movie call to an OnSIP Customer Success Team member, it also produces information about the customer before the call is even connected."
Forrester’s "Top Trends For Customer Service In 2015" also underscores some of the same points in the Gartner investigate. According to Forrester, web self-service was the most widely used communication channel for customer service in 2014, surpassing usage of the voice channel for the very first time. In 2015, Forrester predicts that customers will proceed to request effortless interactions over web and mobile self-service channels, including movie talk and screen sharing capabilities.
With the opening of the fresh year, these latest reports point to a customer service climate that has become more adaptive to latest gains in movie talk enhancements and customized CRM. Solutions such as InstaCall, built from the ground up to suggest a seamless avenues of contextualized communication, are pointing the way forward in a area of business that is increasingly becoming anything but impersonal.
What will two thousand fifteen bring? Read our blog to go after the latest developments in video-based customer support!