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. 

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.