Three 2018 Customer Service Trends – #12DaysofHCM

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As rapid technological advancements continue to redefine the B2B and B2C landscape, organizations are experimenting with various strategies to optimize efficiency and cost. This has understandably carried over to customer service; machine learning and natural language processing have led to extremely advanced chatbots, and the sheer enormity of available data has made analyzing and predicting customer behavior feasible even for smaller organizations.

But despite these technologies’ panacea of possibilities, it’s crucial to remember that customer service quality is often the primary differentiator between products today. In fact, 78% of customers have abandoned a transaction because of poor service, and many

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