Today’s customer service goes far beyond the traditional telephone support
agent. It’s available via email, web, text message, and social media. Though this gives support
agents many channels by which to communicate, it can be overwhelming to match the level of individualized service to demand. As technology makes it easier for customers to take their needs elsewhere, forming unique and meaningful relationships is key in keeping their business and growing your own. Maintaining a personal feel to interactions is important, but artificial intelligence
(AI) is also making its way into the industry for anticipating customer needs, self-diagnosing issues, or ordering replacement parts or services.