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.
If you’re new to customer-focused industries, you may look at the title of this post and think “what is a web based help desk solution”? It’s an online system help desk teams use to not only stay organized but to become more efficient. Many emerging companies rely on emails and spreadsheets or even a small in-house solution to keep track of customer information. But what if there’s a better way?
Thanks to modern technology, web based help desk solutions make it easier than ever before to meet the increasing needs and demands of your customers. Let’s look at the steps companies should take to be successful in switching to these solutions.
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