Weak mobile customer service is having a negative effect on customer engagement, a new study has indicated.
Research from Gartner found that, by 2017, all customer service interactions will need support from a human intermediary. Last year, almost 60 per cent of customer service interactions needed the intervention of a human support agent.
The body predicts that human influence in customer service will fall over the next two years as a result of more radical self-service and mobile devices.
Gartner believes that, by 2018, five per cent of customer service cases will be initiated by internet-connected devices, marking a rise from 0.02 per cent last year.
The organisation has predicted that more than 100 of the 500 largest global companies will introduce video-based chat by 2018 in order to assist customer-facing interactions. This number is expected to double over the course of three years.
Olive Huang, research director at Gartner, said: “A number of industries will be the front runners in this trend, such as manufacturing, healthcare providers, insurance, banking and securities, retail and wholesale, computing services, government, transportation, utilities, real estate and business services, agriculture and communications.”
Mr Huang believes the growth of the Internet of Things will lead to a “transformational change” in the customer service industry.
As we enter 2015, Gartner predicts that over 50 of the 500 largest global businesses will introduce video-based chat by 2018 for customer interactions.
Brian Manusama, research director at Gartner, noted that video chat offers customers a “richer sense” of presence and the real-time sharing of content.
Mr Manusama explained that an increased number of vendors have welcomed the trend through point solutions or solution suites, with this trend expected to continue in 2015.
As a high number of businesses aim to reduce their reliance on call centres, mobile customer interactions could become increasingly important in the future.
With social media continuing to grow in popularity, platforms such as Twitter and Facebook could soon be the main source of customer service interactions.
Posted by Jon Aspinell on 12th January 2015
Head of Search (SEO, PPC and CRO) - M...
Middlesbrough, North Yorkshire
£55000 - £75000 per annum
Head of Search (SEO, PPC and CRO) - Middlesbrough, North Yorkshire - up to £75,000 + bonus and benefits A very well-e...
IT Support Analyst
An established software house specialising in online platforms and back office systems, is enjoying continued growth ...
A successful IT Consulting business, with offices in Cheltenham, is looking to take on additional, experienced Govern...
A successful IT Consulting business, with offices in Stirling, is looking to take on additional, experienced Governan...
Newcastle upon Tyne
A successful IT Consulting business, with offices in Newcastle, is looking to take on additional, experienced Governa...
MarComms Officer- N. London/ Herts - ...
Up to £30000 per annum
Marketing Communications Executive - N. London-Hertfordshire border - up to £30,000 An internationally successful and...
Can HR tech ease workplace conflict?
Workplace conflict is mostly unavoidable - particularly when businesses hire strong-minded talent with big ideas. Ego...
What to prioritise in your employee experience
The candidate experience has long been valued by employers looking to attract fresh talent. Now, however, companies a...
What can HR expect in 2018?
HR departments are set to face many new challenges in 2018, from the technological to the traditional. Among the most...
From communication to drive: The importance of soft skills
Soft skills are often difficult to quantify, yet they can become an absolute necessity for your business to reach its...
Only one in three workers say their employers offer training
Just one-third of workers report that their employer offers regular training opportunities, a new poll by the Trades ...
How can you encourage an inclusive work environment?
Inclusivity in the workplace is an ideal most astute businesses strive for. Making employees feel comfortable and val...