{"id":10222,"date":"2024-02-21T16:22:12","date_gmt":"2024-02-21T12:22:12","guid":{"rendered":"https:\/\/www.procontact-solutions.fr\/?p=10222"},"modified":"2024-02-23T11:14:09","modified_gmt":"2024-02-23T07:14:09","slug":"7-trends-in-customer-service-for-2024","status":"publish","type":"post","link":"https:\/\/www.procontact-solutions.fr\/en\/7-trends-in-customer-service-for-2024\/","title":{"rendered":"7 trends in customer service for 2024"},"content":{"rendered":"

In today’s fast-changing commercial landscape, customer relations remain a key concern for companies seeking to satisfy and retain their customers. With the advent of disruptive technologies and the emergence of new purchasing behaviours, the year 2024 is shaping up to be a pivotal period, when customer relationship trends take on a new dimension.<\/p>\n

In this article, we will explore the major advances and transformations shaping the customer service landscape in 2024, offering an insight into the strategies and approaches needed to thrive in this field.<\/p>\n

The factors shaping customer service in 2024<\/h2>\n

This year, the customer service landscape is being shaped by data, technology and increased customer demands.<\/p>\n

The increase in data processed by customer services<\/h3>\n

There is an increase in the amount of data collected by companies, essentially due to the diversification of communication channels used by customers. What’s more, companies are seeking to better understand their customers’ behaviour and expectations, with the aim of offering them tailor-made solutions. This leads them to collect and exploit more and more data.<\/p>\n

The rise of Artificial Intelligence<\/h3>\n

Customer relations in 2024 will be influenced by the rise of Artificial Intelligence. According to statistics provided by Gartner in 2023, 80% of customer services departments will be using AI by 2025, with the aim of improving operator productivity and optimising the customer experience. This is hardly surprising, at a time when AI is already making major breakthroughs into data analysis and the creation of customer profiles.<\/p>\n

Increasing customer demands<\/h3>\n

When most customers contact a company, they are always looking for fast, relevant answers. A study published by Zoom in 2022 reveals that customers say they are ready to leave their usual brand and switch to the competition only after a few bad experiences in terms of customer relations. So, in the face of growing demands, managing customer calls is not always an easy task. Find out how to handle incoming calls effectively.<\/a><\/p>\n

Agent well-being at work<\/h3>\n

In a context where the work from home culture is widespread, the question of well-being at work is a key issue. Many customer service departments are now focusing on the principle of symmetry of attention, with the aim of providing employees with a healthier working environment, conducive to performance.<\/p>\n

The 7 trends in customer service to watch in 2024<\/h2>\n

Here are the 7 unavoidable trends in customer relations that await you in 2024.<\/p>\n

1. Empowering your agents<\/h3>\n

In a business landscape increasingly focused on personalisation and rapid response, customers are looking for fluid, efficient interactions. Autonomy enables your call agents to make quick, appropriate decisions, without having to constantly consult their superiors, which speeds up the problem-solving process.<\/p>\n

There are several ways to empower your customer representatives:<\/p>\n