The Future of Customer Service

By Angus McDonald - 27/11/2020 3:00:00 PM

No one can ignore the way customer service has changed and evolved in recent years. While we’ve no doubt come a long way, there aren’t any signs of stopping any time soon. We’ve gone from physical customer service departments to automated phone messages, to live chats.

So, where do we go from here? As customer demands change and increase, companies must adapt and offer customer service that is better and faster.

Artificial Intelligence

Artificial intelligence is at the forefront of customer service improvements. This technology is rapidly evolving and companies are given new opportunities to take advantage of all the time.

Chatbots are already pretty common. They can effectively answer short, simple, common queries in a way that doesn’t require an actual person to be involved at all. Customers are often satisfied with this when they have a basic issue.

As artificial intelligence improves, though, we’ll see these bots taking on more complex queries. It won’t be long before AI is commonplace. Soon, it’ll be required for any company that wants to keep up.

future of customer service

Social Media

What began as a fun, easy way to connect with friends has taken over so many areas of our lives. Any business that wants to grow and stay relevant needs a Facebook page at the very least, and probably an Instagram account, too.

Brands are already communicating with customers on social media, answering simple questions, and responding to feedback/reviews.

This trend is only going up. As people begin to rely even more heavily on social media, they’ll want to resolve their issues here as well. Before we know it, any instant message on social media will be handled as legitimately and professionally as an email or phone call.


Even newer than AI and social media is the concept of third-party services swooping in to handle all the nitty-gritty details.

They are known as a customer service “concierge” and are already alive and thriving. With these, a customer files a complaint or query about a company they’ve dealt with, and the concierge takes it from there. This saves the customer time spent on the phone or emailing back and forth, while still (hopefully) receiving the outcome they desire.

Be Vigilant

Many expect customer service to move in a brand new direction as technology advances and demand increases. Top-not customer service is as important as ever and you can’t afford to be left behind.

Regardless of what happens one thing is for sure - the future is fast and the future is digital.

Tags: Customer Service