Transformation in customer service

Transformation in contact centres

Customer service is changing rapidly. In particular, technological progress and changing consumer behaviour have a major impact on the changes we are experiencing today. In this article we want to examine what is changing the industry.

 

Driver of change

The customer service industry is changing due to a change in consumer expectations and behaviour as well as technological advances. This development also requires a change in traditional customer service.

 

Until now, customers preferred the telephone over other contact options to contact companies. In addition, customers felt more comfortable speaking with a human agent than with interactive voice response. In the past, the only way to solve a problem was to talk to customer service until the Internet provided an unlimited amount of information. Since then, consumers have become accustomed to solving problems themselves at any time.

 

At the same time, Google has raised expectations that the answer to any question can be found within seconds on the first page of search results. Increasing data collection has also taken personalised service to a new level. This has raised expectations for customer service, ensuring that answers are available around the clock and tailored to consumer preference.

 

Redesign of customer service

Advanced technologies such as AI-based chat offers can meet customer needs in terms of personalisation and speed. They also enable customers to reach businesses on their preferred devices and apps.

 

With the rise of messaging as the preferred method of communication, chatbots that simulate interactive human conversations are also becoming increasingly important for customer service. Customer service chatbots allow customers to ask their questions directly in the chat instead of waiting minutes in a hotline or days for an email response. AI solutions in customer service can automate repetitive requests or complex processes in the chat and provide smarter self-service.

 

It is expected that chat bots will be responsible for cost savings of over $8 billion per year by 2022 (Juniper Research). The integration of Artificial Intelligence is necessary for companies to manage the increasing number of incoming requests and continuous availability.

 

AI chatbots provide a personalised and convenient real-time communication channel without the need for unrealistic amounts of customer service agents. AI enables companies to expand their customer service capacity, create a unique touchpoint for customers and save costs at the same time.

 

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