Welcome to the twenties!

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.

In each chapter....

...we look at a major trend — from chatbots to live chat, hyper-personalisation and more — and offer actionable advice.

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#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

In each chapter, we look at a major trend — from chatbots to live chat, hyper-personalisation and more — and offer actionable advice.

innovation

The different types of Artificial Intelligence

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

conversation

Real-life service questions throughout the journey

Questions taken from each phase of the shopper journey, from orientation through to unboxing.

Read about it on page 15

support

Which shopper questions are actually bottable

Can 80% of shoppers questions really be resolved by chatbots as is boldly claimed?

Read about it on page 21