Future Of customer service

Service appears to be played out online, through popular channels at the time. Many conversations are automated as a result of the use of chatbots, and customers are helped more quickly. Customer service automation is a significant advancement that will ensure customers are served faster, better, and more efficiently. However, a chatbot cannot solve every problem. Personal contact is still necessary

Organizations providing customer service and support will look very different than they do now. Service and support organizations will increasingly predict and even prevent service issues as they harness the power of data and analytics and automate basic issue resolution tasks. This will result in a fundamental shift in the function’s purpose as leaders reorient their investments and strategies away from cost-cutting and toward delivering value — both internally and to customers.

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