Customer service is the first point of contact for (potential) customers at companies and organizations. The way of working has changed rapidly in recent decades due to the increasing influence of technology. Developments in the field of social media, self-service, omnichannel platforms and AI have a major influence on this. On the one hand, they help employees to do their work more efficiently and spend less time on simple and repetitive tasks and questions. On the other hand, it is important to carefully monitor the balance between automation and personal attention. Because the influence of customer service on customer satisfaction and brand experience is significant.
If there is one department that has undergone significant changes with the rise of technology, it’s customer service. While a few decades ago you mainly had personal 1:1 contact through shops and offices, customer service has rapidly become digitalized.
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