Close this search box.

The top 5 effects on your customer service & 14 typical use cases.

Callback and appointment solutions for every channel.

perfect solution for your industrie.

About us – Partner, our team & open vacancies.

Insights – industry knowledge, success stories, press reviews & more.


Here are the top 5 trends in customer service. Do not miss them!

The top 5 trends in customer service

Competition for customers and sales continues, with more and more companies focusing on sustainable customer service to avoid customer churn.

89% of customers are not averse to switching providers because of poor service. If companies choose to invest in a good customer experience and target a 5% increase in customer retention, they can see revenue growth of up to 25%.

Digital transformation and the resulting challenges in the customer center regularly put managers under new stress tests, where problem-solving skills and correct prioritization go hand in hand. For example, customer centers can be increased with new employees, but this involves high costs, time, and risks, even though 73% of consumers prefer to communicate with real employees. But perhaps there are already innovative solutions in the digital age where customers are reached on a human level.

From our experience, there are five key trends in customer service that you should be aware of and which are enjoying an ever-increasing field of application in service and customer centers:

1. Increasing demands on agents

Employees in customer service are experiencing a change in their daily tasks, as well as in their scope of duties. Recurring customer inquiries are mainly automated and customer service employees are dedicated to demanding tasks, projects and customer inquiries. In order to guarantee a high quality of service, not only an excellent communication style is emphasized, but also a certain know-how towards software. This leads to a growing trend of well-trained customer service agents and the resulting increase in responsibility and opportunities for advancement. This is because initial problem solvers result in experienced and motivated agents with up-selling and cross-selling skills who add considerable value for customers and other departments.

2. 24/7 Customer Service

The demand for customer service to be available 24/7 is increasing. Preferably without waiting times and many opportunities for communication. Companies can only realize these high demands if they provide ready-to-use and easy-to-operate self-service offerings. From our experience, this can sometimes result in unexpected challenges, but also successes. Therefore, companies should pay attention:

  • Never rely solely on self-service and neglect personal customer contact. Because things can quickly go wrong, whereby customers need a helpful and competent agent.
  • Every beginning is hard, so companies can take a slow approach to self-service capabilities and start with small projects.
  • To ensure that the self-service offering can be continually expanded, it is advisable here to regularly collect and then analyze user data.

3. Proper handling of data

The basis of all decisions is meaningful data, also in the service center. With a focus on measuring and analyzing current and relevant numbers. The timeliness of the data is particularly important here, because only then can decisions be made in the now, but also sustainably for the future.

Companies that set a high standard for their customer service know their current customer needs and customer satisfaction and create Net Promoter Scores. From this, they build their customer patterns, which also have a positive impact on business growth. Companies can also consult external experts for data analysis in order to obtain simplified and quick support in the decision-making process.

4. Increasing flexibility of cloud usage among enterprises

Up to 57% of companies today use cloud solutions, especially in customer service. Companies are now faced with the challenge of managing many software services simultaneously. Which requires cross-functional and strategic planning when it comes to implementation.

That’s why successful and innovative companies monitor current trends and developments in technology and build their strategy on them. The advantages briefly explained:

  • Individual departments become more independent and make their IT decisions autonomously.
  • Easily merge data via APIs to SaaS applications.
  • Increasing number of choices of cloud offerings between innovative, industry-specific and encryption-ready software solutions.
  • Flexible pricing of cloud providers offers great cost advantage.

5. Augmented Intelligence in Customer Service

The last trend is about an interplay between artificial intelligence and human expertise, also called augmented intelligence. Meanwhile, voice assistants can answer automated queries and return impressive results in automated data analysis and speech recognition. This helps to set a certain quality standard and to check it. However, there is a lack of humor and friendliness, which is a crucial factor for customer loyalty. Thus, the bridge between people and technology closes when the use of artificial intelligence determines certain data, which is then used in the customer center.

Our conclusion on the 5 trends in customer service

In terms of intelligent software solutions, the choice for modern customer centers is increasing, giving you the opportunity to constantly evolve.

That said, we don’t recommend implementing every trend in customer service just to improve the customer experience. In most cases, an individual adjustment, aligned with current needs, is enough. In balance to a regular trend analysis, combined with current customer needs, which move the company and customers forward. So that customers no longer see any reason to switch providers.

If you would like to discuss current trends even further at the Customer Center, book a free consultation appointment. Together, we can shed light on what needs exist in your service department and what use of technology makes sense for you.

Our further platforms



Discover the latest trends and exciting news about virtualQ and the customer service industry in our newsletter. Stay up-to-date and don’t miss any important news!

Discover who we are, what drives us and how we are revolutionizing the industry. Meet the team responsible for our success and learn about our passion for innovation.


Mit dem Laden des Videos akzeptieren Sie die Datenschutzerklärung von Vimeo.
Mehr erfahren

Video laden


Find out how you can use callbacks to implement further automation and new technologies in your customer service.

Success Cases

Exciting success cases of our customers

Check out many interesting success stories of our customers and how virtualQ has been applied in customer service to support them.

Other interesting articles

We are pleased to announce the co-operation of virtualQ with Deutsche Telekom Global Carrier. Find out more about the partnership
According to a trend study, contact avoidance in customer service is more important than ever before. virtualQ unterstützt Unternehmen dabei,
Transcom and virtualQ won the CCV Quality Award 2023 Best Partnership this year: "A partnership of equals".
We are pleased to introduce Sahar Derbel to you. Since 2022, Sahar has been supporting our Development Team at virtualQ
VirtualQ's AI algorithms have impressed many Leaders and managers so far. But what is the secret ? What makes the
Generation Z prefers digital communication and fast solutions.'s callback solution meets their needs with seamless digital customer service and

Your message to virtualQ

How can we help?

We offer you direct contact to virtualQ. You can find direct contacts for your request here.

Schedule a personal demo

A demo says more than 1,000 words. Schedule an appointment with us directly with just a few clicks. We will personally show you the power of virtualQ AI algorithms and your possibilities.

Get inspired

Numerous success stories, interviews, videos, whitepapers, e-books, webinars as well as news and blog articles are waiting for you. Discover the many ways you can make your customer service and sales unique.

Become a partner

Let us grow together. Are you an ACD software provider, workforce management provider, BPO, contact center service provider or a consultancy? Become a partner now!

Close this search box.
Close this search box.

Do you have questions? I can help you.

Your contact to recruiting


virtuaQ – ist die eine Datengeriebene und smarte KI die automatisierende Rückruf-Lösung für Unternehmen & Organisationen anbietet. Die Ihre Sales- oder Service- Verbindungen zu Ihren Kunden glättet. Dadurch können Sie relevante Business-Effekte erzielen:

Efficiency Booster

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Lead Engine

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Loyalty Driver

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Peak Helper

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Alle Lösungen


Peak Management

Curn Reduction

Cost Reduction


Dauerbelastung / zuviele Anrufe


Zur Übersicht