The unorganized, inefficient and inflexible customer service may damage the image of any business. The business organizations are aware of this fact. They know the power of professional customer-support service. It strengthens their relationship with the clients. It increases their reliability in the minds of their clients. The businesspersons are willing to spend heavily in order to hire the leading customer-support service providers. This year guarantees the exponential growth of customer-support providing businesses due to this reason.

Top three trends will rule the industry associated with Customer Service Outsourcing India in 2018.

Multi-Channel Communication

The service-providers need to use various channels in order to maintain communication with customers. The multi-channel operation has become the trend for this industry in 2018.

• The number of communicating platforms or media has increased in 2018. Hence, service-providers use diversified mediums to communicate with customers on a regular basis.
• The communication may take place over the phone or via popular social-media platforms. The service-providers are discovering innovative ways to reach the clients. The accessibility of websites via the internet-enabled devices has begot this trend.
• The service-providers need to devise a communication strategy that is consistent across all channels. This strategy is essential for service-providers to take lead in 2018.

Cloud Computing

The Cloud Computing adds flexibility to businesses with enhanced security and improved accessibility. The professionals of customer-support also acknowledge the importance of cloud computing. The year 2018 is going to witness the incorporation of cloud computing to this industry.

• The majority of the service-providers may move toward the formation of cloud-based contact centers.
• It gives them the opportunity to store sensitive commercial information in secure format. A rise in the number of virtual contact centers is going to become primary trend in 2018.
• The incorporation of cloud computing decreases operational costs and increases the speed of service. The businesses providing customer-support will immensely benefit through this addition.

Instant Solution – Innovative Ways

The customers are looking for instant solutions to their problems. Its demand is rising with the passing of each year. The self-help services are going to become popular due to this reason.

• The demand for automated self-help services is going to increase in 2018. These solutions will allow customers to solve their problems with minimal to no human interactions.

Today, customers prefer video chatting to audio chatting. The e-commerce companies have already proven effectiveness of video-based customer-support services. The video chatting offers a personalized experience and customers love this feeling. It is going to become the leading trend for outsourced customer support.