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The Evolution of Customer Service in 5 Key Trends

In recent years, customer service has faced unprecedented challenges as organizations strive to meet the escalating expectations of their customers amid a volatile economic landscape. The effort invested in measuring the impact of customer service is proving fruitful, shifting the focus towards the total customer experience and transforming business models for seamless interactions. Gartner predicts that by 2026, 60 percent of large enterprises will leverage the total experience to achieve world-class customer and employee advocacy levels, marking a significant shift where service is acknowledged as a core business value driver.

This acknowledgment is crucial, particularly as support teams played a pivotal role in retaining customer loyalty during the tumultuous COVID-19 pandemic. The question now is whether service organizations are equipped to deliver exceptional service at scale. Modernizing technology and digitization, such as Microsoft Dynamics 365 Customer Service, are becoming go-to solutions for customer service leaders.

With COREFIN’s solutions based on Microsoft Dynamics 365, it is great to see how these advancements will benefit our clients and solutions. Among the global leaders for customer engagement, D365 offers a range of intelligent business applications that can manage your whole business.

Here are five trends driving the modernization of customer service:

One – Recognize and Swiftly Connect with Customers:

The essence of modern customer service lies in meeting customers on their preferred channels. Social media channels have become essential, with customers expecting robust service experiences. Microsoft Dynamics 365 Customer Service, with its Omnichannel for Customer Service add-in, now includes Apple Messages for Business, expanding social engagement options. Responding on the customer’s channel of choice fosters brand engagement, positive experiences, and customer loyalty.

Two – Facilitate Self-Service for Customers:

Intelligent self-service empowers customers to find answers conveniently. Customers, both B2B and B2C, increasingly turn to knowledge bases, online communities, and portals before seeking support from agents. AI-powered chatbots play a pivotal role in providing immediate online support, reducing wait times, and freeing up agents for more complex issues. The democratization of AI technology is expected to make chatbots the primary customer service channel for a quarter of organizations by 2027.

Three – Personalize for Brand Loyalty:

Customers now expect businesses to recognize them as individuals and tailor their support experiences accordingly. Personalization goes beyond knowing customer histories—it involves understanding and responding to their sentiments in real time. Customizing interactions based on customer profiles enhances customer satisfaction, loyalty, and positively impacts the company’s bottom line.

Four – Enhance Agent Productivity:

With a surge in remote work, agents need new tools to locate experts who can help them solve customer challenges. AI technology, especially natural language understanding, enables real-time analysis of conversations, providing agents with insights and knowledge tailored to the current context. This boosts resolution rates and customer satisfaction.

Five – Optimize with Automation and Streamline Operations:

Customer service leaders are aiming to transform their departments into growth centers while keeping costs down. Unifying tools on a single, cloud-based platform reduces redundancy and provides cost flexibility. An open architecture with no-code/low-code development capabilities streamlines innovation across the organization.

As customer service undergoes rapid evolution, the real challenge lies in serving customers wherever they are and ensuring that every interaction is captured for support agents. Microsoft Dynamics 365 is at the forefront of this evolution, continually adapting and innovating to provide service leaders with the tools needed for exceptional customer service.

Commitment to features like self-service, bots, social engagement, and agent productivity tools demonstrates dedication to bringing value to customer service organizations and, most importantly, to customers themselves. The roadmap is filled with new features and innovations aimed at elevating the service experience, differentiating brands, and positioning businesses as industry leaders. As Microsoft builds for tomorrow, the commitment is to empower service representatives and exceed customer and organizational expectations.

COREFIN is a family of vertical and horizontal digital software solutions based on Microsoft Dynamics 365, a globally recognized technology platform. We provide both a range of out-of-the-box modules as well as highly customized solutions. Visit our website to find out more about how COREFIN’s solutions could benefit your business.

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