By Rekha Srivatsan, Vice President, Service Cloud
As technology continues to reshape the customer service landscape, it is essential for businesses to stay ahead of the curve. About 65% of customers expect companies to adapt to their evolving needs. The key to meeting these expectations lies in embracing cutting-edge technologies, particularly generative AI.
But how can you pursue innovation while maintaining the integrity of your data? How do you build customers’ trust in emerging technologies? And what’s the secret to delivering faster, more effective customer service without breaking the bank? The right technologies can help you get ahead of customer service trends and remain resilient in the face of change. By training your agents to use generative AI, you can increase productivity, resolve cases faster, and deepen customer relationships for a clear advantage in 2024 and beyond.
In this article, you will explore five pivotal customer service trends that are set to redefine customer service strategies for 2024 and beyond. These insights range from AI-enhanced self-service to personalization to training, and offer real value in terms of boosting productivity. By using these technologies, you can empower your customers, solve customer issues faster, break down data silos, create a seamless customer experience, and safeguard customer data.