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Businesses will continue ramping up customer service in the wake of the pandemic. ","mainEntity":[{"@type":"Question","name":"The top 5 2021 customer service trends","acceptedAnswer":{"@type":"Answer","name":"The top 5 2021 customer service trends:","text":"<ol> <li>The only new normal is change &ndash; and leaders must adapt to understand how crucial customer service is to the overall health of a business<\/li> <li>Customer service and e-commerce as companions<\/li> <li>Service will become a sales tool<\/li> <li>Omnichannel customer service will be a requirement<\/li> <li>Technology like IoT and chatbots will become essential customer service elements<\/li> <\/ol>","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Answer1"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Question1"},{"@type":"Question","name":"E-commerce & customer service go hand-in-hand","acceptedAnswer":{"@type":"Answer","name":"E-commerce & customer service go hand-in-hand","text":"COVID-19 accelerated e-commerce more than even the most ambitious business plans would have anticipated. Companies jumped from the \u201cplanning\u201d phase into the \u201cdoing\u201d phase in record time, taking their businesses online, keeping parcel delivery services busy.","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Answer2"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Question2"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","name":"Customer service trends in 2021: Service as a sales tool","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/","text":"Commerce is not the only function where integration with customer service is important; sales also can benefit a lot from a closer alignment with service. After a challenging year, organizations are looking to the potential of this alignment to improve customer experience, increase revenue, and reduce cost. ","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Answer3"},"name":"Customer service trends in 2021: Service as a sales tool","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Question3"},{"@type":"Question","name":"Omnichannel customer service 3.0","acceptedAnswer":{"@type":"Answer","name":"Omnichannel customer service 3.0","text":"There\u2019s still a lot of untapped potential in chatbots and we\u2019ll see them integrated better in the overall omnichannel strategy of companies.","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Answer4"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Question4"}],"abstract":"What are the 2021 customer service trends to watch? 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