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.
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.