Trends in customer service technology and tools

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More facts about customer expectations
87% of support teams say their customer service expectations have increased in the last year.
80% of customers complain about the most serious issues.
69% of customers want more than just japan phone number monetary compensation for their complaint.
67% of customers expect their issues to be resolved within 3 hours.
Customer priorities include speed of response (63%), speed of problem resolution (57%), knowledge (49%), availability (49%) and empathy (43%).
Fifty-three percent of respondents said poor self-service occurs when it's too difficult to talk to a real person, while 46 percent said support agents provide conflicting information.
50% of complaints are filed digitally.
48% of customers received no response to their complaints.
In addition to first contact resolving issues, customers are also concerned about resolution time (25%) and personalized service (22%).
Only 8% of customers want self-service to resolve their issues.

Here are the latest customer service technology trends impacting the industry.

8. 43% of companies use email tools, 41% of CRM systems, 40% of live chat, 36% of help desks, and 33% of customer service feedback surveys.

Today, many companies use multiple tools to create omnichannel customer experiences. This approach allows customers to switch to their preferred method.

For example, a customer might start a conversation through live chat on your website. You can then follow up the conversation via email.

Teams can then use the CRM system to track interaction history. If necessary, they can send a feedback survey after resolving the issue.

This seamless experience across channels increases customer satisfaction.

9. 64% of customer service agents say having a single view of customer interactions across all pipelines helps them work better.

With a single view of customer interactions, agents can view all past conversations, regardless of how the customer was contacted. This means they don’t have to ask customers to repeat messages, which can be frustrating.

If you want one tool that can do it all, we recommend HubSpot. The platform comes with CRM tools, shared inbox, live chat, ticketing system, and more. To learn more about its features, read our HubSpot review.