Technology is transforming customer service

Principles for customer service – the provision of assistance and advice by companies to their customers – are well established. Technological advances, however, are transforming the industry and customer expectations.

Glass screens, which once separated customers from in-store service agents, are being replaced with touch screens connecting smartphone users with chatbots powered by artificial intelligence.

Today, customers demand a fast, personalised experience in their communication channel of choice. When asking about a product or service, 66% of consumers expect a same-day response to their query.

Our Customer Service Playbook provides customer service managers at early stage companies with a blueprint for success. We draw on discussions with industry-leading managers, collectively responsible for 3,000 agents, to offer best practices in areas ranging from structuring and managing your team to leveraging artificial intelligence and outsourcing.

View the full report here.