I am creating a vision document for my company that describes what customer service will look like in the year 2020. I'd like to get your thoughts and opinions. What do you think customer service will look like in the year 2020?

Hi Jody,

A vision for customer service in 2020? Interesting assignment.

I think you could dream up just about anything, and still get it wrong... or right. If this was my assignment, I'd think about what the customer will look like in 2020. How will they do business in 2020? How will they search businesses, and how do they shop? To be honest, I think that customer service should be in line with how customers do business.

Just my 2 cents.

Kind regards,

Erwin Steneker
customerservicepoint.com

CUSTOMER SERVICE IN 2020 SHOULD NOT BE ANY DIFFERENT FROM TODAY. TECHNOLOGY WILL BE DIFFERENT AND PEOPLE'S OUTLOOK WILL BE IN TUNE TO THEIR NEEDS AT THAT TIME BUT IT IS NOT WHAT WE SELL BUT HOW WE SELL IT AND CUSTOMER SERVICE IN ITS CORE SHOULD ALWAYS SEEK TO SATISFY AND SURPASS THE CUSTOMER'S EXPECTATIONS !

I'm curious to know if you track your success rate? Do you have a preffered error rate for your CSR's and if so what is it and how do you track it?

Scott McIntire

Hi JodyB

InstantReply
"Delivering tomorrows online customer service today"

This is my company name and the essence of what I am offering Danish companies.

I would like to give you my ideas of how online customer service would look like in 2020.

I think that these years will be used to combine telephone and internet more and more and focus will be primarily on the internet.

The internet connections will dramatically increase giving us new possibilities in engaging with our customers through the internet.

The Internet is already giving companies the opportunity to engage with customers in live conversations through chat, VoIP and co-browsing. This meaning that they would be able to provide their customers with 24/7 support using their international sales offices all over the world.

You´ll see co-browsing combined with VoIP enabling the CSR´s to show instead of explaining complicated manuals or productinformation.

Customers will be visually greeted by a CSR using webcams.

You´ll see much more mediablending meaning that information gained on the customers visit on the webpage will be used directly when the visitor calls.

This was a little contribution.

I hope despite my poor writing skills do understand what I am writing.

Best Regards

Martin Kragh
CEO