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Top Trends in the Customer Service Industry This 2020


Customers won’t tolerate poor service. While that is a constant, there are still many customer service trends that pop up daily. Keeping note of the biggest ones will ensure that you can provide the best service to your customers.


Let’s take a look at the most important trends going into 2020.



The Year of The AI


One of the more bold projections for 2020 involves artificial intelligence. Both Gartner and Digital Market Moguls predicted that 85% of customer service interactions will be non-human by 2020.


And they are probably not wrong.


While it’s only March, we already saw the seeds of this starting even half a decade ago. Chat bots started to handle the more routine inquiries in many major companies back in 2015. Technology and AI have only advanced since then.


Today, a lot of that involves proactive, automated notifications and alerts from your CRM system, engaging customers before they even know they need to talk to you. Other self-service technologies on the website will also replace talking with live agents, as today’s customers are increasingly more fond of self-service over calling or interacting with agents.


Self-service channels already reached 76% usage back in 2014 and 75% of millennials prefer solving issues on their own. 40% of millennials and gen Xers actually prefer getting help from an AI over a live person.


A lot of this self-service will be driven by natural language AIs which can decipher questions a user asks just by talking naturally or typing naturally in chat. The algorithms are smart enough to parse and decipher the question and reply with meaningful information that can help the customer with their inquiry.


There is a major shift that’s been going on for the past decade as an entire generation of users have come of age. Businesses that don’t keep up with this new customer market will soon become irrelevant.


It’s Time for S&M


Two of the most important things in this new decade are social media and mobile.


Today, 90% of customers have used social media to interact with a brand. Further, 34.5% prefer this form of interaction with companies over other channels. A strong social media presence is essential to any customer experience in 2020 and the good news is you don’t have to do it on Facebook. Companies who have a strong social media community on their own website or platform have a 19% increase in revenue over companies that don’t. That’s more than enough incentive for any company to build a strong social media presence.


Meanwhile, mobile usage has skyrocketed to the point where 5.1 billion people are on mobile today. That is a penetration of 66%. Mobile is already a separate marketplace of its own, with 80% of shoppers using mobile phones to make purchases, shop for deals or check product reviews. And yes,