October 13, 2022
Over the past few years, customer service has changed dramatically. With the advent of new technologies, we’ve seen a shift from traditional phone-based customer service to digital channels like live chat and social media.
According to reports, around 90% of Americans consider customer support as a deciding factor in whether or not to do business with an organization. This shifts the attention away from the product to focus on the service aspect that a brand offers.
As we move into the next decade, it’s clear that customer service will continue to evolve. Here are some of the changes we can expect to see in customer service over the next few years:
Some companies already use artificial intelligence (AI) to provide automated customer support. As AI technology becomes more sophisticated, we expect to see more brands using AI to handle customer queries. It will allow businesses to provide 24/7 support and free customer service agents to deal with more complex issues.
As customers become more comfortable using digital channels, businesses will increasingly focus on providing self-service options. This includes helpful chatbots and mobile apps that allow customers to find direct answers to questions, without needing to contact a human agent. Moreover, we can expect companies to use data from customer interactions to provide more tailored and relevant self-service options.
With the continuous drive of data-driven decision-making, businesses can provide a more personalized customer service approach. This includes tailoring automated messages and recommendations based on a customer’s previous interactions and purchases.
We can also expect businesses to use Augmented Reality (AR) and Virtual Reality (VR) to create more personalized customer experiences. With these technologies, companies will be able to provide customers with a realistic view of products before they purchase them.
Social media has already become an important channel for customer service. In the next few years, we can expect social platforms to play an even bigger role in the industry. That’s because more and more customers are using social media to reach out to businesses with their queries and complaints.
As customers move between different channels, businesses must provide a seamless and consistent experience. It will require firms to integrate various customer service channels and better understand the customer journey.
By doing so, businesses can provide the right support at the right time and reduce customer frustration. As the buyers’ journey has become more complex, providing an omnichannel experience will be crucial for companies that want to offer a stellar customer experience.
With the increased use of digital channels to reach out, businesses must provide their customer service agents with the necessary training to deal with complex inquiries.
Additionally, companies will need to invest in agent tools and technologies to help them work more efficiently and effectively. Also, companies will need to provide their agents with regular feedback to improve their performance.
We can expect to see an increase in the use of bots among small businesses. Bots can provide a cost-effective and scalable way for companies to automate customer service. Additionally, bots can help businesses improve their customer service by providing quick and accurate responses to customer queries.
As data becomes more readily available, businesses will continuously use it to provide better customer support. This includes useful information to better understand customer needs and pain points, and track and improve customer satisfaction levels. Moreover, businesses must ensure that they have the necessary infrastructure to effectively manage and analyze data.
In the next decade, companies can expect a continued focus on excellent customer service. With the use of new technologies, businesses can provide more personalized and efficient customer service, 24/7, from anywhere in the world. That’s why you’ll see an increase in the use of bots and self-service options among organizations.