UJET Releases List of Customer Support Predictions for 2019

December 6, 2019         By: Steven Anderson

Ever since the early 2010s, when we saw first-hand the kind of impact mobile payments could have on shopping when eBay teamed up with bliss spa to offer up a day of pampering while doing your Black Friday shopping—and not having to fight the crowds—we knew that this was likely to be the way of the future. Drawing users into any one particular environment, however, requires a top-notch customer experience. The folks at UJET, meanwhile, sent us a list of their predictions for 2020 in what will make the customer experiences of the future.

First, UJET looks for messaging to surpass voice—a prediction that’s been years in coming that I know of—and that multichannel operations will expand to multimedia, including the ability to share pictures and video between companies and customers. This has been part of the omnichannel concept for a while now, but it’s likely UJET means that the role of multimedia will be expanded going forward.

UJET also looks for the collapse of data silos, a practice in which businesses tend to keep data within the departments in which that data was generated. It’s a practice that often hurts businesses, as it doesn’t allow the full picture to be seen. However, some note that not passing data around improves data security and reduces the chance of a data breach landing effectively.

Finally, UJET also looks for contact center agents to become more specialized, and for AI systems to take over most of the common questions. This means actually getting to the human will mean customers have a serious problem, one that can’t be handled by simple self-service means.

All of this has a knock-on effect when it comes to mobile payments, because these are the things that get customers in the door and actually making the payment, commonly from mobile devices. Interestingly, very few of these predictions are anything especially novel; I’ve heard variations on these themes for the last few years now, and we’re moving toward these ends, albeit incrementally.

Still, these are all good points to watch for going forward. We’ve seen a lot of movement when it comes to online and mobile retail, places where mobile payments shine, and these developments will help improve the overall stance of same going forward.