The period of messaging and automation is upon us! The fundamentals of delivering a very good customer support expertise in 2020 might be a lot the identical as in 2019: Customers will anticipate handy in-channel resolutions that take little effort on their behalf. However, with the rise of friction-free, asynchronous and personalised non-public messaging channels for customer support, manufacturers’ contact facilities should adapt accordingly. Customers’ service expectations undoubtedly have matured. Swift response instances and a pleasant tone of voice will not be sufficient.