DIGITAL CUSTOMER SERVICE TRENDS: CHALLENGES AND OPPORTUNITIES-Reference-Cited by-同舟云学术

DIGITAL CUSTOMER SERVICE TRENDS: CHALLENGES AND OPPORTUNITIES

Published:2021-12-31 Issue:2 Volume:27 Page:35-43
ISSN:1803-9782
Container-title:ACC Journal
language:
Short-container-title:ACC Journal

Author:

Dostál Michal

Abstract

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.

Publisher

Technical University of Liberec

Link

https://dspace.tul.cz/bitstream/handle/15240/161348/ACC_2021_2_03.pdf?sequence=1&isAllowed=y

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