Published: 26 August 2024
This year’s most important customer service technology trends center around two goals: migrating volume from assisted- to self-service and enabling assisted reps. This research highlights four major trends in the technology landscape for customer service and support leaders.
Service and support leaders currently report assisted-service technologies — including phone, email and live chat — among their most valuable technologies. However, they endorse a shift in the channel landscape in the next two years that makes these technologies less valuable.
As companies prepare to handle more interactions in self-service, knowledge and learning management systems take on new importance.
Customer journey analytics solutions will become increasingly important to how organizations deliver customer service in the next two years, both as a means of understanding customer behavior and orchestrating journeys.
While it’s tempting to invest in “generative AI everything,” it’s not always
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Analysts:
J.J. Moncus, Kim Hedlin, Christopher Sladdin
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