Recently, the Los Angeles ORM company has stated how customer service seems like it is headed to the graveyard. The first ever customer service complaint was inscribed on a clay tablet and it is kept in the British Museum. Inscribed on the clay tablet were the frustrations of a disgruntled customer, demanding a refund for the delivery of the wrong grade of copper. There is no record of how this matter was resolved but from then to now, customer service methods businesses use today have changed dramatically.
Today, we went from clay tablets to customer service centers and there will continue to be numerous developments in the customer service industry. Each technology that comes out always promises to outperform another and set new standard in service. In this rapidly evolving landscape, channels are struggling to remain relevant and others have been long obsolete, like the clay tablets people used to write complaints on decades ago.
The future of customer service have been proven incorrect since now artificial intelligence has yet to take over and recently, the bots have shows that fully automated service is not always the best solution for quality customer experience4. In the 1960’s, the call center has evolved dramatically and today the industry employees 1.1 million people. In the 1970’s automated speech recognition was introduced and people found it difficult to explain their problems. In the 2000’s homeworking became a thing and 1.1 billion staff turnover cost in the call center industry due to this. The 2000’s also introduced video calling and SMS text messages. When it comes to SMS, 90% of them are read within the first 3 minutes. In 2010, almost every consumer and business has been going social. It is said that 30 percent of brands have dedicated customer service on Twitter. The only problem with social media these days is that your business and brand can also get trashed in several minutes.