7 Customer Service Trends To Follow In 2021

customer service on the cogwheels

Any business around the world will agree that customer service plays a big factor in their success in the industry. This is the reason why as a business owner, you should always aim to stay updated with the current customer service trends.

Although customer service analytics is as important as the latest trends, keeping up to date with everything can make a huge difference in providing the highest possible level of customer satisfaction. So, this 2021, make sure you’re aware of the customer service trends to follow, which include the following:

  1. Real-Time Assistance with Video Chat and Co-Browsing

attractive business woman asian in suits and headsets are smiling while working with computer at office customer service assistant working in office

New marketing strategies and advanced technology have offered some ways to connect with the consumers and help them know the services or products transparently.

One of the customer service trends involves real-time assistance via video chat or live chat, which works to guide the customers with queries and help them walk through your products and services, and provide useful information through real-time support. Including real-time support in your customer service can benefit you in various ways.

  1. Personalization Will Take the Center Stage

There’s no doubt that 2021 will focus more on hyper-personalization at scale in customer experience. Keep in mind that more customers these days value an efficient, friendly, and personalized customer service experience.

As more tools and software start to allow businesses to achieve this kind of personalization, the expectations of consumers will continue to grow. Never underestimate the power of personalized and friendly interaction as it can make a difference in providing great customer satisfaction.

  1. Omnichannel Support

Another new trend in customer service is being omnichannel. Back then, customers have to contact businesses via phone and fax. But today, the trends enable you to pick your own choice to connect with your support team via SMS, live chat, email, and phone.

By implementing omnichannel support, businesses can provide a seamless customer experience and maximize customer satisfaction. The reason behind it is that the customer support team can handle customer conversations easily through different channels from a single roof.

  1. Social Media Service

As more and more people are using social media platforms, having responsive, savvy, and helpful customer service on social media can make a huge difference in your marketing game.

Although phones were once considered the fastest way to provide customer service, social media care is a game-changer. This is because most consumers have developed a favorable view of the brands that are active on social media. By addressing some customer problems on social media platforms, you can easily turn any negative case in your favor. Other than that, you can enforce a positive brand image, enabling you to win and keep more customers in the long run.

  1. Automated Self-Service

More often than not, the quality of your customer support has an impact on your brand image. Automation results in maximizing the accuracy and efficiency of your customer support team, which also minimizes the response time as well as escalate customer satisfaction.

Automation is an essential customer self-service trend that doesn’t only provide a great experience for your customers, but also, you’ll get more time to focus on better communication with customers.

  1. Implementation of Artificial Intelligence (AI)

For many years to come, AI will be rapidly deployed in the world of customer service to understand customer sentiments, augment human potential, and boost customer experience.

While AI technology isn’t yet there to do all the tasks that human agents can, some customer requests can be handled by AI programs without the need for human input. AI can help route and sort support requests to the relevant agents. Also, it’ll handle more complicated customer chats and hold some meaningful conversations.

With those things in mind, AI can play a big role in taking a company’s customer service to a whole new level. However, it’s crucial to remember that it’ll take both AI and human agents to provide nothing but the most exceptional support.

  1. Automation With AI Chatbots

One of the anticipated customer service trends is the increasing use of bots to manage customer support without a human touch. The continuous and emerging rise of chatbots authorizes businesses to provide a gateway for 24/7 support via automated replies that help customers to resolve technical faults.

The best thing about chatbots is that they’re a pocket-friendly solution, which can be helpful to meet the common queries of your customers. When combined with automated business processes, chatbots can fuel 24/7 self-service action.


Meeting the demand for the best possible customer experience can be challenging, but with today’s competition in the online market, it’s never impossible to achieve with the latest customer service trends. Keeping up with these changes and implementing them in your business properly will help you beat your competitors.

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