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From real-time messaging and video technology to self-service, cryptocurrencies and more, the traditional customer-facing departments are experiencing massive changes in day-to-day operations.
From real-time messaging and video technology to self-service, cryptocurrencies and more, the traditional customer-facing departments are experiencing massive changes in day-to-day operations.

Exciting predictions to look forward to in customer service technology


By Shannon Ash, Rogerwilco - Sep 19th 2018, 09:45

Customer service has evolved over the years. Today, companies are relying on artificial support to assist in time-consuming tasks and to bridge the communication gap between agents and customers. From real-time messaging and video technology to self-service, cryptocurrencies and more, the traditional customer-facing departments are experiencing massive changes in day-to-day operations.  

While this new tech innovation ecosystem is an exciting time for business owners, it’s also challenging. Existing employees need to learn how to adapt to new technologies while other roles are becoming redundant. Although artificial intelligence (AI) is only affecting a handful of positions, it’s also making life easier for others. Now, employees can automate repetitive jobs and focus their energy on other more important tasks. Here are a few customer service predictions for the next couple of years:

● Face-to-face video communication is essential

Many businesses operate online only, so it’s become increasingly difficult to have the facetime customers need and want. However, with the latest advancements in video technology, more customer service teams are going to allow video calling with customers who demand a human presence or connection. Eye contact makes people feel safe, trusted and valued, therefore businesses will need to start including video to generate better connections and improve the customer experience as a whole.

● Real-time messaging will become the preferred channel of communication

More businesses are opting for real-time messaging over email because of the many benefits it offers. Customers want to be able to communicate with their favourite brand whenever and wherever they are. Customers prefer to text because it’s instant and it’s their preferred communication channel in their own personal lives. Facebook Messenger has become a new favourite because it offers real-time messaging options and allows customers to see your responsiveness in a personalised manner.

● More companies will use chatbots to help professionals, not replace them

Many employees fear that chatbots are going to take over their jobs when in reality, they’re only going to make jobs easier and more efficient. They will allow you to engage with your customers on a 24-hour basis, especially during times when you are out of the office. They will also allow customers to work on a self-service process to make their lives easier. If, of course, they feel the need to communicate with your business about a complex matter, they can. But for general, day-to-day queries, your chatbot will be able to steer them in the right direction on your site. For any data-related questions, chatbots will be able to pull up curated information faster than any human would be able to search it online. They will also allow you the time needed to focus on revenue-generating tasks while a chatbot “covers your back” in the meantime.

● Blockchain technology will benefit e-commerce customer support

You might have heard of Bitcoin in recent years, which is a type of blockchain technology known as cryptocurrency. This type of approach assists you in the payment process and ensures transparent payments without the need for human involvement. While some companies have latched onto this artificial source, it is not mainstream just yet. Over time, blockchain technology may have the power to influence commerce payment and make customers’ lives easier when making payments online.

● More companies will start offering self-service options

This is the new must-have for online commerce success. Customers are constantly looking for self-service options because they don’t enjoy being hassled by salespeople. Offering a self-service feature to your customers makes their lives easier. It also allows them the opportunity to help themselves using their own platforms and tools, and in their own time, before having to consult with an agent. Through voice-search and chatbot accessibility, customers have the power at their fingertips. And the more brands allow that, the easier it will be to satisfy them and improve customer experiences.

● Customer success will become the new customer experience

Customer success can be identified as the process by which customers achieve their desired outcome through their connections and experiences with your company and employees. This type of approach is at the top of many priority lists as exceptional customer service will provide you with the revenue you need.

More businesses need to start ensuring that customers are genuinely happy with their products and find value in your services. Customer success management needs to play a key role in your marketing strategies if you want to have happy, return customers. Once you have a clear idea of what you want to achieve, you can start using the right technologies to complement your service approach.

Final thoughts

The digital space is growing at a rapid rate, and in order for businesses to stay competitive, they need to keep up. There are plenty of entrepreneurship conferences and investment conferences for business owners to visit and gain the insights they need to improve their businesses. Success doesn’t happen overnight, but if you’re a startup which is willing to grow and adapt to the latest trends, these customer service techniques will come easy. It’s all about the customer and their experience with your brand.


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