In a world that's changing by the second with technological advancements, it only makes sense that the same is happening in customer experience.
As we have progressed forward with new innovative developments -- from telephones to computers to internet to social media -- the customer service industry, too, has had to adapt. An industry that was once handled solely in person or via snail mail is now becoming dominated by AI systems, virtual representatives, and human interaction limited to social media platforms, live chat, and the occasional phone call.
Customer experience is changing by giving customers more power. They get to control how, when, and where they interact with customer service representatives. In fact, more than 50% of Twitter users who use Twitter for customer service purposes expect a response in under two hours, according to Harvard Business Review.
In order to keep up with these constantly shifting trends, and to be prepared for changes that may come in the near future, read the infographic below from Provide Support. For further reading, check out this post on our predictions for the future of customer service technology.
Originally published Jul 2, 2018 8:00:00 AM, updated June 05 2019