How will technology affect the future of customer service?

Over the last few months, we’ve talked a lot about customer service. We’ve looked at HOW to communicate with customers, WHEN to communicate with customers, and the need to be consistent at all times. And now, a report from HubSpot[1] sheds light on how technology is likely to lead to significant changes for companies committed to customer success.

But what are the key predictions when it comes to how technology will influence customer service over the next ten years?

Here’s what the report says:

Face-to-face video communication will increase

According to the report, real-time voice conversations will soon become a thing of the past for customer service teams. Instead, technology that supports eye contact such as video voicemail and video conferencing will become increasingly popular. Not least because it improves relationships with customers and other stakeholders.

Real-time messaging will become more popular than email

Real-time messaging is already popular across social media channels. And the report predicts that it is only a matter of time before it becomes fundamental to the way we do business. Customers will soon get fed up of waiting for a response to an email. They will want instant access to chats that answer their questions immediately.

Bots and AI will help customer service teams

Bots provide another opportunity to engage your customers while making businesses appear innovative. Bots can provide support 24/7, improve self-service for customers, and reduce expenses for businesses. So it’s only natural that this technology is set to make huge advances over the next decade and beyond.

Blockchain will change e-commerce customer support

Cryptocurrency has been a hot topic for some time now. But, according to HubSpot, it is blockchain technology that customer service teams should be really interested in. This is primarily down to the development of smart contracts.

Self-service will become a must-have

Today’s customers expect more self-service options than ever before. But they also want these to be sophisticated. As such, businesses that can’t keep up could soon be left behind.

Certainly, this is something we agree with. And, at Service Geeni, we offer customer portals so that our clients can provide their customers with instant access to information in real-time, whenever they want.

Of course, this also reduces the burden on support teams as customers become self-reliant with their queries without having to pick up the phone or send an email.

Find out more about our customer portals.

Social media will become a customary customer service channel

Lots of people take to Twitter or Facebook to leave a scathing review after a bad customer experience. So, over the next few years, service-led companies must do more to address such feedback in a more effective and proactive way. And, according to the report, this means adapting social media accounts to handle customer service situations.

Ultimately, the report agrees that, in a competitive marketplace, customer success is becoming a competitive differentiator. As such it’s vital that all service-led businesses look at how they can invest now to make sure they are ahead of the game.

For more information on how our service management software can help you, contact us today for an informal chat.