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Part 2 of 5: The Future — Our Prediction on 5 Social/Mobile Features to Redefine Customer Service

Our predictions on 5 future service features that will enhance your customer experience: Facebook Messenger to become the next WeChat for customer service...
Source - The Jetsons

Welcome back to our 5-part series on the The Future of Mobile and Social Customer Service! In Part 1, How mobile and social media can become your new 1–800 number, we discussed the top new customer service functionality across social media.

In this post, we will give our predictions on 5 future features that will enhance your customer experience.

1. Facebook Messenger to become the next WeChat for customer service:

WeChat has been a game changer for Asian businesses. Whether speaking with a support agent through chat/video, paying bills, purchasing goods, or gaining loyalty points through special offers, customers can use WeChat as a “one-stop shop” for each business they interact with.

Look for Facebook Messenger to continue to add similar features in the near future.

Example: Service/Shopping on China's JD.com e-commerce site—all within the WeChat app

2. WhatsApp and SMS to mirror Facebook Messenger:

3. More use of video service and screen sharing:

Companies looking to troubleshoot complex and technical questions will greatly benefit from the use of these options.

Example: Barclays Video Banking

4. Social customer service to become the new marketing:

The data goldmine: Social customer service provides valuable data for companies to improve customer support and drive additional up and cross sale opportunities.

We expect to see more companies leveraging technology such as machine learning and visual recognition to assist in the following:

Example: Salesforce's new AI powered Einsteins system uses visual recognition to identify the Dunkin' Donuts logo in a customer Tweet. The brand now has an opportunity to drive customer conversion to an app download

5. The balancing act of AI/Machine Learning:

One of the hot trends within customer service is around bots/machine learning. Here are two use cases we feel brands will heavily explore:

There are many different ways to use AI/Machine learning, but finding the right balance of automation/human interaction is critical to a great customer experience.

To summarize, here are our predictions on 5 future service features that will enhance your customer experience:

  1. Facebook Messenger to become the next WeChat for customer service
  2. WhatsApp and SMS to mirror Facebook Messenger in service features
  3. Boom in live video service and screen sharing
  4. Social customer service to become a key marketing channel
  5. Tapping into AI/Machine Learning for customer care

In our next post, Digital Customer Service Champions — Brands Leading the Way, we’ll highlight a few companies championing mobile and social customer service.

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