In today’s age of hyper-personalization, customer care is increasingly delivered on the personal level by live-call centers. As a result, the customer experience has transformed into a unique, intimate dialogue, where personal interactions have been replaced with interactions with artificial intelligence.

In 2017, many customers are already aware that customers increasingly don’t want to talk to a live person anymore. Instead, a vast majority of customers want to see the service representative and talk through all questions and issues online through a service center or support website within a few minutes. However, despite the growing demand for online care, many companies are failing miserably in achieving their online customer experience goals because they are not prepared to do business with customers 24/7 using online services.

The problem is that many companies continue to use outdated methods for communicating with their customers as they interact through a telephone call, which leaves customers frustrated and alienated. It is evident that the quality of support services for customers has been negatively affected, since many customers are left with bad service experiences and negative feelings, and, in the worst case, even leave a company based on poor customer care.

With the rapidly growing shift toward online services for companies and the changing role of a telephone service representative, many companies are increasingly relying on the Web as their main line of business. In such cases, people who provide telephone support are only used for customer service purposes. Therefore, the company does not have its own people available for communication and communication between the service provider and customers, especially through text or online chat. It means that, at best, support people will communicate with a customer via email or phone. This is extremely rare.

It would be convenient for a lot of companies to have their customers support them via Facebook Messenger or any other social network they have. In this way, the company will get instant replies to any messages right from the device the customer is currently using, or even the customer will be able to use the company’s Facebook Messenger account on the same device. Thus, without losing any of the advantages of providing online care, a company could also use the services of social networks and other communication channels.

So, what will companies without live telephone service support look like in five or 10 years? If live chat is not currently available, companies will create automated text and voice chatbots that will, after first gathering information about your company or situation, present various services, products and benefits to the conversation. These bots will give you the opportunity to learn more about their functionality and to make a call with a person when necessary. When a conversation is started, it will progress to a more detailed level and a series of questions may appear. From these, the customer service representative will gradually narrow down the question and offer various options, and, ultimately a solution will be reached.

While these chatbots will act and speak to customers more naturally than chat with a service representative, it won’t be sufficient to make it into an enjoyable experience for the company and for customers. To make sure that the customer does not think that the customer service representative is not really human, it’s better to make sure that the agent’s face remains visible for all visitors to chat with. In this way, the person on the other side of the chat is still a human and will look and act like one.