Open AccessDIGITAL CUSTOMER SERVICE TRENDS: CHALLENGES AND OPPORTUNITIES
Author(s) -
Michal Dostál
Publication year - 2021
Publication title -
acc journal
Language(s) - English
Resource type - Journals
eISSN - 1803-9790
pISSN - 1803-9782
DOI - 10.15240/tul/004/2021-2-003
Subject(s) - business , service (business) , customer service assurance , customer advocacy , personalization , service design , portfolio , customer retention , marketing , customer to customer , service desk , point (geometry) , customer service , service delivery framework , knowledge management , computer science , service quality , geometry , mathematics , finance
Customer service is an essential part of many companies and their product and service portfolio. In the current times, customer service has shifted more towards its digital forms. In previous research four digital customer service trends have been identified: virtual assistants, customer service personalization, mobile technologies, and opinion mining. This article aims to compare these findings with reality by employing a focus group discussion with professionals and point out the opportunities and challenges that the companies implementing these trends are faced with. The results show that the findings correspond with academic literature.