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Customer service is the future of comprehensive remote services from digitized companies to modern clients. Users want to experience new ways of getting solutions to their purchasing needs. Several trends are paving the way towards a future without intermediary elements between organizations and customers.
In this article, we’ll explain to you the most important innovations in smart organizations’ customer service attention systems. If you’re the CEO or an employee at a company, pay attention to the following information. Technology is here to make human communication evolve to a new level, and it will enhance your business.
A Fall in the Customer Service Industry in the US
According to Statista, the percentage of U.S. customers who contacted customer service for any reason or purchasing need between 2015 and 2020 is as follows:
| Year | Share of customers |
| 2015 | 71 percent |
| 2016 | 66 percent |
| 2017 | 64 percent |
| 2018 | 62 percent |
| 2020 | 58 percent |
Tech Trends that Will Modernize Customer Service over the Next Few Years
In the paragraphs below, we’ll show you some interesting tech developments that companies are implementing to deliver more quick problem-solving services to their customers:
Increase in Face-to-Face Video Communication
Users prefer fluent communication via digital channels to a confusing in-person conversation in which the service agent may be incorrect about a topic. During a video conference, the agent has the opportunity to consult on a portfolio of data-rich resources. This benefit can enhance the process of information transfer.
Many tools are available for a customer service agent to give strategic advice about a specific issue. For example, you can implement in your data science-based resources like a video-asynchronous app as “video voicemail” (Loom) or a synchronous element as “video-conference” (Zoom with video).
A Rise in the Preference for Omni-channel Service Experience
Rather than searching for step-by-step instructions on the company’s social media page, this service team will resolve technical issues by analyzing various connectivity methods, customer satisfaction, and additional factors. These parameters will determine the features of the solution scheme involving simultaneous applications and real-time trackers.
The neuralgic point of this system works from a help desk connected to the resource center. All incoming customer inquiries will be routed through that data processing center. The agents will then receive a set of data organized with possible solutions for the client. These answers could include various procedures for attending to technical tasks in the product or service. Expansion of the IT infrastructure also aids in the training of support managers. Expanding the IT infrastructure also helps train support managers.
Real-time Messaging Will Replace Email
Real-time conversations are leading the communication market regarding the relationship between customers and service providers. People prefer to use chat rather than phone support because it provides them with more natural and fluent attention from a trained professional who is concerned about the issue they are experiencing.
Artificial intelligence supplements human interaction in the data transmission process, but it cannot replace socialization. The evolution of messaging apps has occurred. Modern real-time message systems have configurations based on shared inbox tools.
This option gathers all incoming messages from customers across multiple digital channels and assigns them in a single place. As a result, it creates a database that sends automated messages to customers with a smarter support strategy based on special conversations such as negotiations, advice, and assessments.
Bots and AI Will Help Professionals
The replacement of service agents with chatbots is a myth. Artificial intelligence is here to stay and help humans to help other humans, not replace social interaction. AI-based systems have algorithms that complement and boost commercial processes. It also gives users more confidence in the ability of companies to solve their problems.
In today’s global economy, artificial intelligence is a powerful engine. AI evolves and progresses to higher levels. Many AI chat systems include the disruptive feature of ”conversational UI” (user interface). The user interface (UI) is a very useful product of software engineering. This component adapts messages, contexts, and situations to the quick algorithms that supplement the agent’s responses.
Conclusion
Information technology supports and shapes the advancements of the customer-companies dynamic. You can attend coding bootcamps like General Assembly, Thinkful, App Academy, and Springboard to learn how technology is impacting customer service.
As technology continues and the demand for more digitized products grows, the software will become more sophisticated to increase engagement. This is a strategy that the tech industry is watching and services providers are assessing.
