Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Top 5 Trends in Customer Service - Jacada - Blog

Top 5 Trends in Customer Service

As customers have more brands to choose from than ever, the businesses that win the battle of the customer service wins the game. In today’s world, more and more brands are chosen based on whether customer experience matches their rising customer centric expectations, and customer service plays the most critical role in creating that experience. It’s no surprise then that the top trends in customer service heading into 2018 all have one thing in common, the customer themselves. Let’s take a look:

#1: Personalizing the Customer Experience

Last year the Microsoft State of Global Customer Service Report reported that 72% of customers expected call center reps to already know their contact information, product details, and service history as soon as they make contact. Unfortunately, only 17% of these brands have so far actually integrated their customer data across their digital assets, and it would suffice to say that these expectations have only risen since then. Today, however, big data analytics has now made it easier than ever to track customer preferences, trends, and insights with fantastic accuracy. With such data more accessible than ever, look more and more brands to finally make the push to leverage customer data from their CRM to create more tailored experiences in 2018 and beyond.

#2 Customer Service on the Go

Did you know that of the 60% of customers today who opt for self-service, only 20% actually succeed, while the remaining 80% end up in the call center? Not succeeding on the self-service journey takes a toll on customer satisfaction, along with the costs savings IVR was meant to provide. It’s no surprise then that with already over 1 BN smartphone users worldwide and growing, IVT is being replaced in favor of Visual IVR. Visual IVR transfers the existing IVR voice technology onto phone screens where customers can see and touch their way through visible menus, speak to a specific call center agent or even see how long they will need to wait in line, and then choose a callback option, all from the comforts of their smartphones. Visual IVR is thus finally fulfilling many of the unfulfilled promises Voice IVR, including self-service empowerment, agent efficiency and cost savings for the call center.

#3 Artificial Intelligence is Here

As customers voice their complaints across all channels, via phone, online chat, e-mail, social media, etc., many companies are still failing to respond fast enough to satisfy their customers across the board. Slow response times are the primary culprit why lousy customer experience creates an estimated $62 billion lost by U.S. businesses each year. Thankfully, the antidote has arrived to keep up with the explosion of omnichannel customer service, chatbots. These intelligent virtual assistants can provide fast, cost-effective, human-like customer service and can be easily deployed on almost any interface, for instant customer service at all times. In short, by cutting response times down to the minimum, while providing a round the clock presence, chatbots not only increase the efficiency of the call center operations in various ways, they also drastically improve the overall customer experience.

#4 Don’t Be Anti- Social

Why do customers find social media and messaging support so attractive? It’s because they already spend much time on their phone, now they can get customer support from the comfort of the apps they are already on, and resolve their issues quicker than ever. In fact, according to Social Media Today, the average person will spend 116 minutes on social media every day! And 60% of that social media time spent is on a mobile device, and these numbers are only going to continue growing as platforms develop even further at the expense of traditional media avenues. This transformation in customer behavior is forcing companies to respond and to follow the customers where they are. The bottom line is if your brand wants to offer a customer experience that will keep customers coming back, don’t be anti-social.

#5 Automating Business Processes

As RPA software robots can automate repetitive rules-based tasks by imitating the way live agents engage with applications, RPA is already dramatically changing the way companies approach many of their vital business processes. While the customer is not even aware of its presence, since the customers don't actually interact with RPA bots, however, the increased speed of the internal processing they most certainly are aware of. Throw in easy integration with a relatively low cost, and it’s no surprise that RPA currently has such a high rate of adoption compared to other automation tools. In fact, according to Gartner, demand for RPA tools is growing at about 20% to 30 % each quarter. Expect to continue to see this trend continue to skyrocket in the coming years.

Today, providing easy and fast customer service, no matter what channel your customer chooses is the name of the game and is essential to keeping customers loyal and driving real business value. Are you ready to play?


Publish Date: October 25, 2017 5:00 AM

2021 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =