Today we talk to Mike Miller, the Chief Product and Strategy Officer at Convey, and Vikas Bhambri, the SVP of Sales and CX at Kustomer. We discuss issues and trends we are seeing in the customer service business, such as a spike in e-commerce and an increase in customer inquiries. Other things like an increase in online orders has put a strain on deliveries and being able to get deliveries out on time. Don’t assume that you’re over-communicating with the customer, but instead always be proactive in communicating with them and wait for them to let you know you’re reaching out too much. We talk a little bit about AI and the effects it’s having on customer service, and then we need to be thinking about how we can be strategic in these times and take advantage of the shift in the market.

Trends and challenges customer services organizations are facing 1:46
What companies are doing well to combat this 7:40
An example of the problem we face now 12:00
Artificial intelligence 14:51

“We hear pretty consistently that customers at least are looking for 3 things, and the first is setting an expectation around when something that is going to arrive. That is harder to do today than it has been historically, but that is absolutely the expectation. They want frequent updates as early as possible as to when that’s going to change, if it is going to change. And then lastly they’re looking for flexibility about delivery options.” 7:48