Customer service isn’t static. Phones replaced house calls. Email edged out phones. To keep existing customers and attract new ones, you need cutting-edge customer service. Consumers are four times as likely to buy from a competitor after a service issue than they are after a product one, according to research by Bain & Company. Still, customer-service overhauls aren’t cheap. Invest wisely by considering these five predicted trends that will shape customer service over the next five years.

1. Social media will become default channels.
Just 13 percent of consumers over the age of 55 have used social media for customer-service purposes, a Microsoft study showed; on the other hand, 55 percent of those aged 18-34 have. As millennials and Gen Zers make up a larger and larger share of your market, social-media outreach is likely to make up more than half of your customer-service requests.


Soon, putting a social-media intern in charge of your Twitter account will no longer cut it. Those running your social accounts need to understand your product or service like veteran members of your customer-service staff. Use chatbots to field common questions, freeing up time for your human service people to tackle more complex ones. Read more here>>http://www.successdigestonline.com/5-trends-that-will-reshape-customer-service-over-the-next-5-years/