Pattern No. 1: Self Service Automation
Corporations in which customer service is delivered adopt different techniques such as self-service. The technological era we are immersed in favours customer habits related to self-service, such as web and smartphone self-service, online communities, online assistance chats or chatbots.
As a result, companies can take advantage of this situation and should introduce and improve self-service resources. Therefore, firms would perceive a smaller amount of voice-based customer contact and phone volume, as statistics show (12% decrease in phone volume).
In the next year, customer service will keep on ameliorating devices in order to broaden the range of digital content. Consequently, customers will be able to be assisted everywhere they go and need, through different speech interfaces, applications with embedded knowledge and transportable devices for support professionals