How is technology changing the nature of customer service and service offerings?

Technology is playing a key role in transforming the nature of customer service and service offerings. These include automation of various processes, facilitating real-time communication, enabling flawless interactions, enhancing feedback and reviews, and enabling businesses to offer around-the-clock support.


Technology has automated customer service. Companies are using technological tools such as Artificial Intelligence (AI) instead of humans to connect with existing and potential customers. AI, for example, is used to handle repetitive tasks at the help desk without human involvement. Actually, experts predict that by 2025, 95% of interactions between brands and customers will be powered by artificial intelligence.

Real-time communication

Advancements in information technology have paved the way for new ways of sharing information and knowledge. Organizations are progressively adopting new technologies to facilitate effective communication between service providers and customers. Some of the most popular real-time communication tools include video chats, instant messaging (e.g., FB Messenger, WeChat, WhatsApp, and Short Message Service), Robotic telepresence, and VoIP.  


Technologies facilitate omnichannel support. Teams and organizations can now seamlessly interact with their customers across different communication channels such as messaging apps, live chats, social media platforms (E.g., Instagram, LinkedIn, YouTube, TikTok, Pinterest, and Twitter), emails, and phones. By integrating these channels, companies can provide customers with a consistent experience.

Feedback and reviews

Customers can review and provide feedback on products and services through the aforementioned communication channels. It is estimated that 47% of customers with a product or service complaint will voice it on social media. This helps organizations to gather invaluable information, identify areas of improvement, and promptly respond to customers’ grievances.

Around-the-clock support

Technologies such as self-service portals, automatic ticketing systems, and chatbots enable teams and organizations to offer 24/7 customer support. For example, customers can receive immediate replies to their inquiries through chatbots, irrespective of the time of day.  

Technology is changing the nature of customer service and service offerings by enhancing convenience, reducing waiting time, customizing experiences, and streamlining communication processes. It empowers organizations to initiate strong customer rapport, boost consistency, and enhance customer satisfaction.