Some huge changes related to customer service have been witnessed by call center industry in last few years. Trends like multichannel support, use of data analytics and cloud technology have changed the completely transformed the functioning of call centers. But this is just a one phase. Future of this industry will be more radical mainly due to consequences of current trends and major technological advancements.

Let’s see what trends are possible in customer support call centers in the upcoming years.

Data Analytics will Enhance Expectation of Customers

It’s true that introduction of new technologies and changing trends always enhances the expectation of customers at a constant pace. But future seems bit different! Capturing of data and using it for improvement of customer service is the biggest factor related to expectation of customers in future. Actually the present the day customer is aware that his/her data is being collected and utilized by the firms. This automatically increases their expectations in terms of quality of services offered to them by the brands. Therefore, the firms need to ensure that quality of the service is more than the hopes of the customers.

Social Media will Become More Popular than Phone Support

Companies are able to increase their visibility by interacting with customers on social media. That’s not all! They are able to cross sell the products on this medium by analyzing the requirements of consumers.

On the other hand, every generation of consumers is now active on at least one social media platform. These active users use profile page of brands to discuss their queries and complaints. Therefore, social media will definitely take over the phone support in terms of popularity in future.

Bots with Artificial Intelligence will Dominate Customer Service

This may sound something from distant future. But software giant Microsoft Inc. recently displayed their tools that can be utilized by companies to create and customize AI systems online. These bots from Microsoft can be used to operate with natural language for customer support. The company also explained how these bots can be integrated with different channels like email and web etc. These AI-enabled bots will help in providing responses in a specific manner to the customers which will improve the satisfaction level of customers.

Therefore, it is possibility that customer care department of every industry will implement this technology in future to provide service to the customers in efficient and automated manner.

Prescriptive Analysis will be used by Customer Service Call Centers  

Prescriptive analysis is often considered the final phase of business intelligence. It combines computational sciences, mathematical sciences and big data to generate helpful insights. This process is expected to reduce the attrition related with consumers, enhance upselling possibilities and minimize expenditures in the call centers making it one of the sought after technologies in future.

Video Customer Service will be the New Normal

Video customer support will definitely add personalized touch to the interactions with customers. That’s not all! Customer support agents will be able to demonstrate the usage of products easily through video chat. This will ensure that the level of customer satisfaction will reach the new heights through this trend. Therefore, several customer service outsourcing company will implement this technology in their customer support in upcoming years.

Each new trend and technology will help the customer service industry to take a quantum leap. Let’s hope these possible trends have the positive impact of industry in the future.