In a world overrun with unrealistic claims and broken promises, there is something refreshing about a business willing to admit which customer service strategies, best practices and technologies it will not implement within the next twelve months.
The value of that honesty does not, however, trump the disappointment of the reveal. Communicating candidly and transparently with customers is always advisable, but the apathy and inactivity that render those open admissions necessary is absolutely not.
Instead of focusing on how best to communicate shortcomings to customers, businesses should focus how they can remove all limitations and shortcomings from their customer experience. They should commit themselves to exceeding customer demand at every possible turn.
The relevant question does not concern the best way to say no. It instead involves a business asking itself whether it should, in fact, be saying yes.
According to research present in CCIQ’s 2014 Call Center Executive Priorities report, which is available for a free download, a significant percentage of businesses will say "no" to six customer service implementations in 2014.
Given that those six initiatives, highlighted below, represent some of the most buzzworthy and high-profile solutions in the realm of customer service, their lack of universal support will be surprising to some.
But is it unacceptable?
That is our question for you, the reader. We know businesses are saying "no" to the following six initiatives, but should they be? Share your thoughts in the comment section below.
Instant Connection to Real-Time Support (ex – Amazon’s "Mayday Button")
74% say they will definitely not offer this in 2014
Access to 24/7/365 Live Support
54% say they will definitely not offer this in 2014
Virtual Agent/Assistant Support
50% say they will definitely not offer this in 2014
Speech Analytics
49% say they will definitely not use this technology in 2014
Separate Social Media Account(s) for Customer Service
45% say they will definitely not offer this in 2014
Web Community
43% say they will not offer this in 2014
For more on business’ plans for 2014—and whether those plans will amount to greater customer satisfaction and process efficiency—download our free 2014 Call Center Executive Priorities Report.