Stay ahead of the changes: megatrends in customer service
Posted: Mon Dec 09, 2024 10:38 am
'For customer service leaders, the coming year will be an opportunity to leave the old mindset behind and reinvent themselves.' Forrester.
A recent Forrester report outlines several key trends in customer service and identifies a paradigm shift in this area. The study predicts that the new normal mint phone number data will see a return to a more human and personalized model, with fewer virtual interactions that many companies were forced to resort to during the pandemic.
Three key megatrends
The report presents several insights of great relevance to customer service managers. Among them are three megatrends that, according to Forrester, will shape the sector in the coming years.
While businesses were forced to accelerate their technology investment to keep operating during lockdown, their priorities in the post-pandemic era have shifted to flexibility and resilience. Rather than looking for large-scale, end-to-end solutions, there is a trend towards more open, modular options that support application ecosystems, in an attempt to ensure that technology investment remains cost-effective in the medium and long term .
This shift in priorities coincides with the transformation of the communication environment, where asynchronous interactions with customers have become popular through messaging systems such as Messenger or WhatsApp. In this context, it is essential to integrate these applications into the chain and offer customers options that allow them to move from a phone call to a chat without interruptions in the conversation.
All of these changes are part of a broader trend toward platforms that combine unified communications and contact centers, a structure that simplifies system architecture and management while enabling cost savings.
A recent Forrester report outlines several key trends in customer service and identifies a paradigm shift in this area. The study predicts that the new normal mint phone number data will see a return to a more human and personalized model, with fewer virtual interactions that many companies were forced to resort to during the pandemic.
Three key megatrends
The report presents several insights of great relevance to customer service managers. Among them are three megatrends that, according to Forrester, will shape the sector in the coming years.
While businesses were forced to accelerate their technology investment to keep operating during lockdown, their priorities in the post-pandemic era have shifted to flexibility and resilience. Rather than looking for large-scale, end-to-end solutions, there is a trend towards more open, modular options that support application ecosystems, in an attempt to ensure that technology investment remains cost-effective in the medium and long term .
This shift in priorities coincides with the transformation of the communication environment, where asynchronous interactions with customers have become popular through messaging systems such as Messenger or WhatsApp. In this context, it is essential to integrate these applications into the chain and offer customers options that allow them to move from a phone call to a chat without interruptions in the conversation.
All of these changes are part of a broader trend toward platforms that combine unified communications and contact centers, a structure that simplifies system architecture and management while enabling cost savings.