What does the future of customer service look like?
Alexander Termeulen
April 16, 2022

In recent decades, customer service centers took a great leap forward. The telephone turned out to be a successful way to answer questions from (potential) customers. In the years that followed things got even faster after the launch of the internet. Websites, social media and chats were presented to the general public in quick succession. 

Where are we standing right now?
Social media, email and telephone are now the most popular channels. In addition, research shows that live chat on the website is also a popular form of contact with consumers: more than 40% indicate that they have a preference for this channel. The fact is that consumers increasingly prefer digital contact, instead of contact via traditional channels such as e-mail or telephone.

Companies are also increasingly targeting the ‘new contact channels’. It has been proven that consumers prefer to use chat tools to contact a company, at every stage of the customer journey. Good customer contact is essential to answer questions from potential customers, simplify processes and bring in more sales. The aim is at all times to have and keep satisfied customers.

In the online bubble with the digital-first consumer, many channels and possible communication methods are used. However, major changes are planned for the next ten years. These changes guarantee automation, cost savings for companies and promise a smile for the customer.

The future of customer service
For the most part, the future of customer service seems to play out online, through the channels that are widely used at the time. Thanks to the use of chatbots, many conversations are automated and customers are helped faster. Automating customer service is an important development that will ensure that customers are served faster, better and more efficiently. But not every problem can be solved with a chatbot. Personal contact remains essential.
Trends predict the future of customer service
A number of trends have continued to rise in recent years and could play a leading role in the future of customer service. On the one hand, this has to do with the technological leaps that are being made, and on the other hand, with the expectations of the customer. These two aspects seem to go hand in hand. For example, companies are striving to answer customer questions faster, and this trend means customers expect faster service the next time they contact customer service. The same goes for accessibility. So many different ways to contact a company; the customer expects to be able to contact anywhere.

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