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Key Customer Service Trends 2024 – A Comprehensive Overview

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Phani Madhav Chegu,

January 5, 2024

Key Customer Service Trends 2024 – A Comprehensive Overview

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We all know good customer service is the key to the success of a business – as we bade farewell to 2023, a year marked by amazing developments in technology such as generative AI, it’s important to understand how the customer service landscape will evolve in the new year. A good knowledge of the key trends that’ll impact your organization’s ability to serve your customers well will help you come up with effective strategies to maximize productivity and ensure optimal use of resources.

Today, we’ll examine a few trends that will shape the world of customer service in 2024 (and many more years to come).

Significant Growth in the Adoption of AI – Kickstarting a Customer Service Revolution

This year will witness a huge increase in the number of businesses utilizing AI to serve their customers, and the feverish adoption of the novel paradigm will continue well into the foreseeable future. In fact,  a report published by Gartner estimates nearly 4 out of 5 companies will adopt generative AI in their customer service by 2025.

AI will help customer service organizations in the following ways to enhance their efficiency and perform their activities in a highly cost-effective manner. Let’s see how.

Understand Customer Requirements Effectively  

Proper use of data collected through conversations with the clientele goes a long way in helping customer service teams provide delightful experiences. State-of-the-art AI-powered tools can be used to analyze information gathered in each conversation to enable reps to deliver highly personalized service boosting client satisfaction levels (and thereby, maximizing customer lifetime value). The insights can also be used to create knowledge repositories to facilitate top-notch customer service. More about this in a moment.

Develop Comprehensive Knowledge Repositories

Successful firms take steps to thoroughly document the best practices followed by their teams and provide organization-wide access to this information – the firms use generative-AI-powered applications  to create write-ups based on insights collected through interactions with clients and data in Customer Relationship Management (CRM) systems. These write-ups can be accessed through self-service portals, enabling prospects to find the needed information rapidly, without hassles. 

Help Reps Focus Better to Create More Value

Customer service reps are already utilizing cutting-edge AI tools to deliver the information sought by clients in real time. This will only get better in 2024 as more intelligent chatbots will hold engaging, ‘perfect-human-like’ conversations with customers – these smart tools leverage powerful Machine Learning (ML) algorithms and instantly provide the right answers to simple queries (that constitute the vast majority of questions asked by your clientele). This’ll allow your agents to concentrate their energies fully on handling complex client interactions that fetch revenue.

Enable Quick, Seamless Onboarding of Agents

Recruiting skilled customer service reps has always been tough but has become even more so over the last few years. Many companies are increasingly turning to technology to resolve this problem – they’re providing digital assistants to newly-hired agents. These powerful AI-based tools help the agents to find the required information significantly faster and deliver good customer service. The digital assistants also enable managers to monitor the performance of the new recruits and gradually increase the complexity of requests assigned to them through smart routing.

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Rise in the Use of Technology to Enhance Field Service Efficiency – Empowering Mobile Agents to Meet Customer Expectations

Often, field service personnel feel overwhelmed by expectations of clients – a report published by Salesforce reveals more than 6 out of 10 mobile service reps feel weighed down by what customers want them to do. The report also states more than 80% of the reps face various issues in balancing speed with quality. This affects their productivity very badly and results in low job satisfaction. The ever-growing demands of firms to maximize efficiency and cost-savings only serve to put more pressure on these people. No wonder, hiring and retaining talented frontline workforce isn’t easy.

Several organizations are using innovative software tools to make the job of their field service teams easier and improve job satisfaction levels. In fact, various studies by Salesforce showed more than 9 out of 10 mobile service reps opine the use of novel applications is making them feel more satisfied at work.   

2024 will witness field service departments continue to utilize powerful applications to enhance productivity, reduce expenditures and grow revenues; groundbreaking developments in AI and data analytics will help improve frontline rep experience in a big way. Here’re a few ways technology will shape the future of customer service on the field.

Automation of Case Assignments to Reps

This year will see a sharp growth in the adoption of smart automation, an AI-derived capability, which plays a key role in reducing human intervention (and the biases and expenditure that come with it) in assignment of cases to mobile service reps. Intelligent algorithms enable firms to dispatch technicians with the right skills to meet a customer request, after considering their location. The algorithms also chart an optimal route for the technicians enabling them to collect the required equipment and complete their tasks in the most efficient, cost-effective manner.  

Growth in the Use of Predictive Analytics

Revolutionary developments in the field of analytics are empowering organizations to utilize historical information and data collected in real time through sensors to predict failures in their products very accurately. This allows their field service teams to take proactive measures to prevent the failures, thereby minimizing the loss caused by breakdowns and downtime. Needless to say, customers will be highly satisfied as they’ll be able to make the best use of the products.

Delivery of High-quality Remote Service

Many companies are already using virtual product diagnostic tools that leverage novel developments in AI, Augmented Reality (AR) and the Internet of Things (IoT). These tools allow technicians to identify issues with products very effectively without having to physically visit customers. Based on their diagnoses, the technicians can help the customers resolve the issues. Remote service is very beneficial to both businesses and their clientele. Companies can save big in terms of time and money as their field service reps needn’t travel to customer sites, while product users can get their problems resolved instantly through a video call. Many organizations are transferring some of the cost benefits enjoyed through remote service back to their customers. For instance, one of our clients, a leading manufacturer of industrial cleaning equipment charges 30% less for a teleconsultation with its technical team to resolve a problem compared to a field visit to provide a solution to the same.

Increased Focus on Providing Seamless Customer Experience – Helping Clients Connect Using ANY Channel

The business of the 21st century uses a wide variety of digital channels to engage its customers, and this has resulted in the clients expecting instant, hassle-free fulfillment of their needs. Many companies are beginning to understand it’s important to enable their clientele to move between different channels without any problems. As a result, 2024 will witness firms take various steps to ensure their customers can easily switch from one communication channel to another, and yet, receive the same service of the highest quality.

This’ll require effective orchestration of customer conversations across ALL digital channels. Recent advances in conversational AI coupled with growing demands from customers for good self-service tools will lead to the emergence of a brand new domain called digital customer service – a report published by Gartner reveals digital customer service will take customer experience to the next level by reducing the effort to get in touch with companies using multiple channels. Indeed, it’ll pave the way for perfectly-connected omnichannel customer conversations, something most organizations have been trying to ensure (with limited success).

As you can see, the trends discussed above will play a pivotal role in shaping the future of customer service in 2024 (and beyond). At Solunus, we work with you to harness the latest technologies to maximize the productivity of your customer service team and delight your clientele. Our rich experience in enabling firms of all sizes across the industry spectrum to make the best use of cutting-edge Salesforce CRM applications to meet their specific needs will allow us to develop the perfect solution that delivers the highest ROI.

Hope you liked this post. What do you think will impact customer service organizations in 2024? Tell us in the comments box below.

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About Solunus

Solunus is a leading Salesforce consulting company, based in Dallas, TX, USA. Our proven ‘needs-first’ approach coupled with our unrivaled expertise of the Salesforce platform enables us to provide the perfect solution to help you deliver delightful services to customers and achieve rapid growth.