4 Tech Trends Shaping Customer Service in 2016 and Beyond

Even though tech and customer expectations shift over time, causing changes in customer service, the core qualities of good service remain the same. The customer must find answers quickly and be satisfied with their experience/result. Four of these customer service trends are interconnected; mobile connectivity, self-service portals, improved human interactions, and refined virtual agents. The final trend is more of a "best practice" for companies to remind them of the importance of the customer experience which is crucial to any firm's long-term success. Mobile connectedness drives the other trends, because it sets customer expectations. They have a computer in their hand all day (and much of the night), and they expect instant responses and gratification.