It might sound like hype that customer service has changed forever, but it’s a 100% bona fide, genuine, fact.
2020 signals a major demographic tipping point with big consequences for customer expectations, customer experience, and customer service.
Our mission as a customer service and tech company is to help medium-sized brands and businesses like you adapt as the future shifts. Our suggestion is to keep moving. One step at a time. But above all, keep moving.
...we look at a major trend — from chatbots to live chat, hyper-personalisation and more — and offer actionable advice.
#1 Customer Service Just Changed Forever
#2 Measure What Customers Value
#3 Fix Customer Self-service
#4 Get Chatbots Right!
#5 Learn How to Love Live Chat
#6 Prepare for Hyper-personalisation
#7 Adapt to Conversational Commerce
AI is about machines doing stuff like humans can and it doesn’t have to be smart to have value.
Read about it on page 6
Questions taken from each phase of the shopper journey, from orientation through to unboxing.
Read about it on page 15
Can 80% of shoppers questions really be resolved by chatbots as is boldly claimed?
Read about it on page 21