Gartner Research

Technology Trends in Customer Service and Support 2023

Published: 17 April 2023

Summary

Investments in technological capabilities are among the most important decisions made by customer service and support leaders. This research outlines trends in service and support leaders’ assessment of the current and future value of various technologies to inform investment decisions.

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Overview

Key Findings
  • Customer service and support leaders consider the most valuable technologies to be those that help representatives deliver high-quality assisted service, like internal collaboration tools. They also most value technologies that facilitate rapid pivots to remote and hybrid work, like case management systems and cloud-based contact center systems.

  • The most valuable technologies of the future include these same rep-facing and remote-first technologies, as well as the customer engagement tools, digital channel capabilities and advanced voice-of-the-customer (VoC) analytics methods that facilitate orchestrating seamless multichannel customer journeys.

  • Virtual customer assistants (VCAs) and chatbots, mobile apps, and advanced VoC analytics show the largest anticipated

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Customer Service and Support Research Team

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