How to Deliver the Next Generation of Customer Service? | Breakloo

3 min readAug 19, 2023

In the earlier days of customer service, businesses thrived on in-person interactions. Picture storefronts bustling with activity or salespeople knocking on doors. Those were simpler times — slower paces, fewer choices. Now, in today’s dynamic digital landscape, we’re in the midst of a technological revolution that’s changing the game. Our everyday tech tools have rewired our minds and our expectations, especially when it comes to engaging with brands.

Modern customers value convenience.

Welcome to an era where personalization and speed reign supreme in the realm of customer service.

Today, customers demand quick answers and services tailored to their needs. According to Forrester, “Customers today seek effortless engagement and increasingly rely on web or mobile self-service as their initial point of contact with a company.” In essence, customers anticipate precise assistance on their terms, 24/7, and through their preferred communication channels.

Navigating the Path to Exceptional Customer Service

The image above illustrates how businesses are navigating the challenges of automation and the implementation of next-gen technologies to reshape customer relationships.

The Secret Ingredient

Swift and Seamless Service Falling short of meeting customer expectations is no longer an option. With countless alternatives available, even a minor setback can drive customers away. Forrester’s findings indicate that “55% of US adults using the internet say they would confidently abandon their online purchase if they cannot quickly find an answer to their question, and 77% say that valuing their time is the most important thing a company can do to provide them with good service.” If customers encounter delays or obstacles, they’re likely to seek alternatives.

A Harsh Reality

An astonishing 82% of consumers will sever ties with a brand after experiencing just one negative encounter.

Customers remember their most recent interaction with a business. This is precisely why companies are reshaping their customer engagement strategies to meet these evolving expectations. Neglecting this shift can leave you at a disadvantage compared to competitors who’ve embraced the change.

Empowering the Future

Tech-Driven Customer Service As Gartner aptly puts it, “Innovation and excellence in customer service are no longer optional.” So, where do we begin? “Look for opportunities to close the loop by activating and operationalizing customer insight data.”

Here’s a glimpse of the technologies driving the next-gen customer service revolution

Artificial Intelligence (AI) — Expected to handle 60% of mobile customer support interactions by 2024, AI is the driving force behind the customer experience.
3D Scanning — A game-changer for self-service systems, enabling customers to use their smartphones to scan devices and request service using images.
Machine Learning (ML) — By tapping into cloud speech and natural language processing in customer feedback systems, ML is set to enhance service quality.
Robotic Process Automation (RPA) — The demand for 24/7 error-free service is met by RPA, which maps customer journeys and streamlines workflows.

Industry-Specific Implications

The impact of these technologies varies across industries, adapting to unique processes and customer behaviors. Industry experts should harness their “big data” insights to chart their path to next-gen customer service, capitalizing on experience and customer feedback.

In the journey towards revolutionized customer service, technology isn’t just a tool — it’s the catalyst reshaping how businesses connect, engage, and thrive in the eyes of their most prized possession: the customer.