Here are several excerpts from an article by John Ragsdale, VP of Technology Research at the Technology Services Industry Association (TSIA), 2010’s Hottest Customer Service Technology Trends. Check out the complete source article for much more on each trend:
Everyone asks me what hot emerging trends I am tracking, and this month I’m going to highlight the top four technology trends I’m researching this year.
Technology spending is hot. After the wretched economy put a kibosh on corporate technology spending in 2008 through 2009, I am seeing huge spending plans for 2010 through 2011…
Make it social. Clearly social media, social service, social CRM, whatever moniker you prefer, is the hottest topic in support today. In fact, 31% of members have budget for social service this year, and adoption is surprisingly high already: 73% of TSIA members now have an online customer discussion forum — up from only 35% in 2006.
Focus shifts from knowledgebase to search. I’ve been on the verge of declaring the traditional knowledgebase (KB) as dead technology — much to the chagrin of many KB vendors. The challenge is not to force everything into one repository, but to have sophisticated enough search technology that can locate the needed content wherever it is stored, and even allow you to interact with the data to find the one right answer — not a list of 3,000 possible hits.
Mobile devices and applications proliferate. Though mobile access to enterprise content has been available for a decade or more, early versions, such as wireless access protocol interfaces, saw little adoption. Today, with smartphone adoption skyrocketing, and iPad, iPhone and Blackberry users demanding native applications, we are seeing a new breed of mobile devices and applications that can have huge impacts for both employees (increased productivity) and customers (increased self-service success).