Gartner Customer Service Insights Beyond 2021

Gartner customer service insights 2020 and beyond from Gartner Advisory Services take a look at the shifts we may see between 2021 and 2025 within customer service organisations.

In the report, Gartner Customer Service Insights Beyond 2021, Gartner see a shift from service organisations moving away from native mobile apps in favour of pointing their digital transformation toward messaging to deliver their digital customer service solutions.

Service organisations are in an ideal position to take advantage of the adoption and growth among messaging services in the global market including SMS and third-party messaging apps, such as Facebook Messenger, WhatsApp and WeChat.

A transition to messaging platforms will reduce costs while increasing digital and self-service effectiveness to achieve a consistant customer service experience.

Other customer service insights for 2021 and beyond from Gartner include:

• Digital customer engagement will result in 40% of customer service organisations becoming profit centres by 2025.
• 10% of customer service staffing models will incorporate Huddle Groups by 2025.

Customer service and support functions are critical to influencing brand perceptions and maintaining customer loyalty while improving the customer experience and managing costs.

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