Six Trends Shaking Up Customer Care in 2019
As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry.
1. New messaging channels
In 2019 we expect the use of messaging to increase even further. The growing number of customers using messenger platforms (1.5 billion on WhatsApp and 1.3 billion on Messenger) and the rollout of business apps, will encourage companies to adopt this means of communication.