7 Trends in Customer Service to Watch in 2019

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps.

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…

1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world. As a result, more companies are doing less telling through text and more showing through interactive guides and customer service video content to get messages across.

Why Customer Loyalty is Essential to SaaS Companies

It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. More businesses are moving their technology stack from silo'd, on premise software installs to cloud instances with improved accessibility and reliability. Given so many companies are making this switch, why should you care at all about customer loyalty? After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right?

 

Tiered-Support-is-Dead-WPthumb

Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

Click Here to Download Instantly
Related Posts

7 Trends in Customer Service to Watch in 2019

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI an...

Read more

How AI Customer Support is Changing the Customer Service Industry

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with ...

Read more

Webinar: Developing Your Own Advanced AI Tools for Support With Tableau

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, bo...

Read more

The 4 Best Customer Service Traits to Look for in Employees

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes the...

Read more