A New Era of Enterprise CX: Why Mobile Solutions, AI and Video Chat are on the Rise

Today’s customers demand more from customer service than ever before. They expect personalized, mobile and instant support and are not afraid to take their business elsewhere if companies are not meeting their demands—in fact, 86% of enterprise buyers will pay more for a better customer experience. Here are the three customer service trends that top brands have adopted to blow the competition out of the water.

Application leaders have to be clearly aware that customer service is extremely crucial and complex. Today, customers are better informed and have a wider range of channels and devices at their disposal. According to Gartner, “Generational shifts in expectations for better customer service and engagement will severely challenge enterprises.” These expectations include new engagement channels, AI and security and an adequate input of human support.

“Fifty five percent of consumers have higher expectations for customer service today than they had just one year ago,” said Marco Costa, General Manager EMEA of Talkdesk. These expectations are concentrated on many areas and are not specialized in one simple topic. Three trends that have taken the customer service industry by storm are mobile-optimized support, artificial intelligence and video chat.