Automation will be Customer Service 2.0
If there’s one thing most customer service experts agree these days it’s that the future lies with more personal, empathetic service. Nobody wants another automate “Your call is very important to us” email. The shift to basic automation and outsourcing in the early 2000s allowed big brands to scale customer service quickly but it cost them on quality of service. The industry got so bad that even now you can stand out from the competition by just not treating customers who have a problem as an annoyance.