Customer service expectations are changing. Consumer demographics have shifted with the majority of the customers categorized as millennials and generation Z. Moreover, technology has evolved in almost every aspect of customer service as we know it, signaling a change in customer service trends for 2018. In short, customer service has become more complex and at the same time crucial to the success of a company.
So, what are the trends shaping the landscape of customer service? Where is customer service heading? You will learn about the latest trends in support resolution in this article, including cloud service and next-gen support chat software.
Adoption of Blockchain Technology for Improving Customer Service
The technology behind Bitcoin is opening new and improved ways for companies to serve their customers. This includes introducing more convenient payment options and more secure identity management.
Companies that know how to leverage from blockchain technology can benefit tremendously in improving customer satisfaction levels. One great example of blockchain technology is the Slock.It platform. With this platform, customers can locate, buy, and pay for physical and digital products and services. The technology can allow easy scalability, reduce infrastructure costs, and make a positive impact on customer satisfaction.
Cloud Customer Service
Customer service on the cloud is expected to become one of the most efficient customer service trends of 2018. More companies are expected to use online website chat tools as their main customer support channel. At the same time, companies will start using the live chat platform for selling goods and services.
Innovator companies such as KLM are already using online chat platforms to allow customers to make online bookings. Customer service and marketing on the cloud will help in improving the digital experience and create a modern way to serve consumers. From a customer standpoint, you can’t beat the convenience of accessing order history, shipping information, account information, and product details from anywhere through the cloud.
Customer Service AI Will Improve
Artificial Intelligence (AI) will remain the buzzword in the customer support world this year. The technology is already being used by some companies to handle customer queries. The capabilities of AI will grow at a rapid pace that will help in improving the customer service experience across multiple digital platforms. It has the potential to change the way we utilize support chat software. Round the clock support isn’t such a hassle when it’s AI.
Increased Automation of Customer Service
Increased automation was easily dismissed in the past, but this is not the case anymore. According to Forrester research, automation services and AI are expected to change sales and customer service strategy in 2018. Automation will result in improved customer convenience and reduced operational costs.
Self Service Will Rise in Popularity
Video customer service is expected to become the mainstream customer service strategy. Companies are expected to offer self-service support through videos. Video technology will be utilized to answer frequently asked questions, showcase or highlight the best products for the customers, and broadcast how-tos and tutorials.
In 2018, companies are expected to improve customer service by embracing newer technologies. Also, relatively nascent technologies such as website support chat will continue to drive success.
Staying abreast of the customer service trends for 2018 will allow you to stay ahead of the competition. It will ensure that you serve customers better than the competitors, and allow you to reap the benefits in the form of improved customer satisfaction and profitability.