Trend #7: Adapt to Conversational Commerce

Michiel Gaasterland
Mar 30, 2020 Michiel Gaasterland

This is the last post in our series of Seven Customer Service Insights for 2020 and Beyond

So far in the series, we’ve covered many of the essential trends a company must be on top of to deliver competitive levels of customer service in 2020 and beyond.

Trend #5: Learn how to love Live Chat

Michiel Gaasterland
Mar 25, 2020 Michiel Gaasterland

This is the fifth post in our series of Seven Customer Service Insights for 2020 and Beyond

Generation Z and Millennials now make up the most populous segment of all consumers, online and off. [Forrester] When it comes to channels, they love Live chat and hate bots. Unfortunately, most brands hate Live chat and love bots.

To stay competitive, brands need to update their customer service channel strategy for 2020 and beyond — and find the proper place for Live chat. Our four thinking points will get you heading in the right direction.

Trend #4 Get Chatbots Right!

Michiel Gaasterland
Mar 12, 2020 Michiel Gaasterland

AI hype fools a lot of the people a lot of the time. Many still claim AI is revolutionising customer service in every aspect — including powering chatbots to handle all manner of complex customer conversations with ease, replacing humans as they go.

Trend #3 Fix Customer Self-service

Michiel Gaasterland
Mar 5, 2020 Michiel Gaasterland

This is the third post in our series of Seven Customer Service Insights for 2020 and Beyond.

Over the past decade, all sorts of tasks have been automated across all sorts of industries. It’s now commonplace for people to be able to help themselves quickly and easily. In fact, they really don’t want to contact a company at all, if they can possibly help it.

Trend #2: Measure what customers value

Michiel Gaasterland
Feb 20, 2020 Michiel Gaasterland

This is the second post in our series of Seven Customer Service Insights for 2020 and Beyond.

There are so many recommendations on which customer-related metrics to watch out for in 2020 and beyond that it can be difficult to see the wood from the trees — especially for a medium sized company.

Overall, we noticed that, with the exception of resolutions rates and response times, almost all customer-related metrics are now being incorporated into customer experience metrics — often being summed up into CX KPIs.

Introducing 7 Customer Service insights for 2020 & beyond

Michiel Gaasterland
Feb 12, 2020 Michiel Gaasterland

This series of posts is designed to help medium-sized brands professionalise customer service in preparation of conversational commerce. In each post, we look at a major trend — from chatbots to Live chat, hyper-personalisation and more — and offer actionable advice.

To introduce them, we first explore how eCommerce and online customer service has evolved over the past 10 years. By looking back, we may get a clearer idea of how things may evolve in the next 10 years.


Trend #1: Customer Service just changed forever

Michiel Gaasterland
Feb 12, 2020 Michiel Gaasterland

This is the first post in our series of 'Seven Customer Service Insights for 2020 and Beyond'.

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.

Leadership Lessons for Directors: KPIs & the Commander’s Intent

Michiel Gaasterland
Jan 21, 2020 Michiel Gaasterland

The goal of eCommerce and digital directors is to help brands maximise commercial outcomes from their digital channels. And tackling customer service is just one part of this, so the amount of attention they can put there is often limited. However, a director’s leadership plays a critical role in how quickly a department professionalises and even its level of success. This is why, our coaches help directors develop a Commander’s Intent — something one of America’s greatest CEOs was all too familiar with.

Integrating WhatsApp Business into your customer service technology suite

Rutger de Ruiter
Jan 10, 2020 Rutger de Ruiter

Now that WhatsApp has launched WhatsApp Business, companies cannot use the standard WhatsApp version anymore to communicate with their customers.

To integrate WhatsApp into your customer service technology suite, you first need to get an account at a verified supplier. Then, you need to make sure your customer service technology provider properly supports WhatsApp Business.

This is what you need to know.

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