Customer Service Trends: Real-Time Customer Service
Developments in technology in recent times have created an
expectation among customers that services will be available on
demand. With many services offering an online real time
product experience, the risk of churn is significantly higher when
customers are made to wait.
Customer Service tools have been tracking this trend and it has
spawned a number of new real time developments. Tools like Live
chat allow users to log onto a company's website and immediately be
connected to a customer service agent. Along with this,
developments within call centres have meant agents can now solve
more issues for customers on the spot.
The next step in the development of real time customer service
is in connecting all the data available on customers into a single
view. Having a single view of the customer allows a customer
service agent to review all the possible solutions and choose the