Predicting the Future of Digital Customer Service

They say the journey of 1,000 miles begins with a single step. But it doesn't end with that step; you've got to keep going.

Where digital customer service is concerned, brands have got to keep going to keep up, and they've got to move fast. Trying to guess where customer service will be in 2021 isn't easy, but one thing's for sure: the models for customer service are changing and brands need new ways of doing things that are less focused on product and more focused on the needs of the channel agnostic customer.

The future of customer service = more value for brands and customers

In the future, more brands will understand that customer service is an engine for higher revenue through customer loyalty and higher repurchase potential. As with all technological development, these changes are taking place at a very rapid pace, but there's always more change to come. We're talking about a decade-long process and we're just at the beginning.

It's clear that SaaS solutions are the future of digital customer service, above all because they're agile; quick to develop and quick to change with the shifting tides. but it's not just about buying a tool. Customer service teams also need to learn how to use the tool. Evolving from the customer service of today to that of the future is a process that cuts through the entire company.

From customer service to marketing and management, a true customer service revolution involves getting everyone onboard to evolve process and reposition. Companies like Brand Embassy are tracking the opportunities on the market and we have the skills, knowledge and agility to embrace changes and build digital customer service solutions that customers actually want.

How to take advantage of key insights

For any company trying to get ahead of the curve when it comes to digital customer care, it's important to spend some time thinking about how these changes actually happen. Because it's not about waving a magic wand and hoping for the best,

Companies like Brand Embassy employ an agile development model for our software. We've got a detailed roadmap and we're constantly refining our predictions about where the industry is going. So we're able to prioritize features and new tools that our clients will need most.

Consider the evolution of the market. What's important now in digital customer service might not be so important in six months. That's why agility is key. Brand Embassy is developed in 1-2 week sprints. These short-term goals lead to complete iterations which are then validated by the market. There are two key benefits to this:

  1. You'll know in real-time that you're on the right track with developing a sound digital customer service program.
  2. If you're not on the right rack, you don't lose nearly as much time as you would with a classic waterfall development style.

Continual iteration and validation is proven to maximize efficiency, and will continue to do so in the future.

Looking into the future

We get excited just thinking about the future of digital customer service because there are so many incredible changes heading our way. To cite just two examples, videochat and co-browsing will revolutionize customer service.

These technologies give brands the ability to engage face-to-face on a simple question, which can help avoid cart abandons. Videochat and co-browsing will also allow agents to co-work with customers to fill in a complex form or find the purchase button, for example. In non e-commerce it's easy to imagine how these technologies will save company and customer time by cutting down on actual visits to homes or shops to fix problems. And that's only the beginning.

Brand Embassy is already working with the Intelligent Advisor concept to support digital customer service agents and use machine learning to make their job easier. That way, the IA could provide canned responses which get smarter as time goes on, and they can also pull up relevant offers based on CRM profile and increase chances of conversion. Some believe messengers will be biggest channel in the future.

At Brand Embassy, we're poised for the future of digital customer service, and we're ready to take advantage of whatever changes take place. That agility is something we're proud of, and it's something we'd love to share with you.

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