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Trends that will Improve the Customer Service Experience in 2020

By Special Guest
Juan Vittori
June 12, 2019



Customer service has long been a necessary factor in a company’s success. With a growing number of in-person and e-commerce businesses entering various industries each year, companies big and small need to ensure they are staying up to date with the latest and greatest customer service trends. The following detail what customers expect as a part of their shopping experience for the year to come.

A Focus on Mobile Functionality

A consumer expert from Money Pug, a website used to compare cheap mobile phones, explains that smartphone ownership continues to rise year over year. Currently, more than 2.5 billion people own and regularly use a smartphone, and that number is expected to rise on a global scale in 2020. With more of a reliance on mobile technology due to smartphone ownership, businesses must focus their attention on creating a mobile experience.

A shift in focus toward mobile customer service will become crucial for companies, regardless of industry or market share. Customers want to be able to access the information they need to make informed purchase decisions in real-time, and mobile devices offer that luxury.

Integrations with Third-party Applications

The customer service experience will also shift behind the scenes for many companies. Several technology companies have put their effort into developing third-party applications for businesses to use for customer service needs. From cloud-based customer support services to internal communication applications that connect departments easily, the customer service experience will continue to evolve from a processing standpoint within a company’s framework.

Personalised Service and Support

Customers are bombarded with adverts and marketing campaigns from similar businesses, all offering the same products and services. It can be a challenge to stand out from the crowd as a business, especially when operating in the highly saturated online marketplace. However, recent data shows that customers are more willing to frequent an online business when personalised recommendations for products or services are readily available. Nearly 56% of customers are likely to return to a business when personalisation is part of the experience.

On-Demand Agent Access

Customer service agents make up a significant piece of the customer service puzzle. Fortunately for businesses around the world, the increase in freelance and gig economy workers has allowed for greater reach in hiring qualified customer service agents. While this is helpful in creating a strong team to handle customer issues, businesses are likely to take things one step further in the upcoming year.

Some suggest that real-time, on-demand access to agents will become the norm in 2020. This increased access to customer service agents is due in part to the diversified location of team members around the world. However, companies are also using technology to help fulfill customer service needs when real agents may not be available. It is anticipated that this trend will continue as more consumers demand higher levels of immediate customer service.

Diversification in Customer Service Channels

Finally, customers across the board are more frequently requesting other channels to get through to customer service support. Businesses are introducing e-mail addresses solely for the purpose of serving customers, as well as chatbots and messaging application to help resolve customer problems or answer common questions. These additional channels for customer service enhance the experience, and many companies are jumping on the bandwagon to ease the responsibilities placed on real-time customer service agents.

The customer service experience will continue to be a substantial part of operating a successful business, whether it is through an online platform or a brick-and-mortar location. Consumers want access to quick answers and solutions to issues, personalisation throughout the purchasing process, and access to mobile tools that help them resolve any problems. Companies that take these trends to heart will thrive, even as more businesses come into the fold throughout 2020 and beyond.



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