If you were ever truly bored, you could go back and Google all the “Customer Service Trends for 20XX” posts for the last decade, and you’d see a reasonably linear progression.
Here, I’ll save you the search: Customers expect better service, self-service is growing, AI is slowly improving, more people like messaging, and more use mobile clients. No sudden leaps or surprises there.
But these last 18 months have been different. Millions of people have suddenly been forced to work outside of the office, and their companies have had to figure out how to make that happen. That’s an enormous disruption to the rate of change, and it will have a real impact. Here are our predictions for customer service trends in 2022.