What Will Customer Service Look Like in 2030-2040?

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Yanick Jomphe is a training consultant and a specialist in CRM implementation. She holds a B.A.A., an M.B.A. and a Ph. Online and videoconference training available. [email protected]. Photo Yanick Jomphe

Open-minded customers?

“Experience 2030: The Future of Customer Experience,” a study published in October 2019 by Futurum Research and always on point, demonstrates the near-term impact of technology on customer service. 80% of customers can see themselves interacting with a chatbot or using virtual reality. “In 2030, the automation of exchanges with customers will be greatly developed”. Nearly 2/3 of customer interactions will therefore be carried out by intelligent machines.

These technological revolutions will also take over a large part of the marketing and promotional decisions. As a result, 67% of interactions between brands and consumers will be done using digital devices, such as mobile or online sites, where human intervention will no longer be necessary” (Economic World, April 6, 2022). The majority of customers believe that loyalty will depend by 2030 on mobile apps, high-speed access and the ability to place orders via smart home automation systems. Some customers will prefer to deal with qualified personnel dedicated to the customer experience. We know that companies want to increase website traffic and remarketing is an integral part of this success to better target customers and thus increase the conversion rate.

Whether it’s remarketing, process automation or other, the big challenge will remain trust and a sense of security in customer information. According to Rebekah Carter (Findstack), at the beginning of 2021, e-commerce revenue reached 4.891 billion. By 2024, experts say we will have grown to about $6.388 billion per year.

Rebekah Carter explains:

  • Up to 95% of sales are expected to be made through e-commerce by 2040;
  • In the United States, e-commerce sales increased by 44% between 2019 and 2020;
  • About 51% of today’s online shoppers make their purchases by phone;
  • More than 2 billion people buy online worldwide.

81% of customers conduct research on the Internet before purchasing their product (Invoca, 2021). Technology customization remains the key to success and can increase overall revenue by 25%. Paradoxically, 69.57% of shopping carts are abandoned for a selected good or service if the website is not well created in the first place (Oberlo study, 2021). Here are some customer experience stats you shouldn’t ignore from 2013 that don’t change:

  • Companies that provide a better customer experience achieve revenues between 4% and 8% higher than their market (Bain and Company, 2015)
  • 89% of consumers started doing business with a competitor as a result of a poor customer experience (Harris Interactive, 2021)
  • A 5% increase in customer retention can generate 25% more profit (Bain and Company, 2015)
  • When making a purchase, 64% of people consider customer experience more important than price (Gartner, 2014)
  • Customer service statistics show that new customers cost between 5 and 25 times more than retaining existing customers (Harvard Business Review, 2014)
  • 66% of 18-34 year olds say their expectations for customer service have increased in the past year (Microsoft, 2017)
  • 95% share bad experiences and 87% share good experiences with others (Zendesk, 2020)
  • 54% have shared bad experiences with more than five people (Zendesk, 2020)
  • 52% of customers report making an additional purchase from a company after a positive customer service experience (Dimensional Research, 2013)
  • 64% of customers want to shop with companies that can meet their needs in real time (Salesforce, 2022)
  • Only 1 in 26 customers will inform a company of their negative experience. The rest simply leave based on customer service data (Esteban Kolsky, 2015)
  • 90% of customers are influenced by positive reviews when purchasing a product (Dimensional Research, 2013)
  • 27% of Americans believe their number one frustration with customer service is “a lack of efficiency” (Statista, 2022)
  • 69% attributed their good customer service experience to the quick resolution of their problem (Dimensional Research, 2013)

Before planning for the 2030’s regarding remarketing, every company should be accompanied by digital transformation experts as well as establish strategies and performance indicators. In addition, to attract new talent, it is better to review the benefits offered by your company such as salaries, but much more: events organized to bond the team, vacations, flexible working hours, social benefits, budgets for personal activities… This will differentiate you from the competition!


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