4 Key Tech Trends in Customer Service to Watch
Today’s hottest customer service technologies focus mostly on providing assisted service and freeing up support reps’ time — reflecting the increasing shift to digital self-service platforms and analytics capabilities. These technologies reflect emerging technology trends designed to support a company’s ability to better understand and anticipate customer needs. An increase in ROI and deployment of these technologies indicate that leaders are looking toward a better experience for the digital customer. Four key customer service technology trends: Trend No. 1: Technologies that enable reps are bringing most value to service organizations Trend No. 2: The future lies in understanding the preferences and behaviors of digital customers Trend No. 3: CSS leaders expect most gains from data and analytics Trend No. 4: Substantial investments on the horizon in the deployment of AI and chatbots Source: https://www.gartner.com/smarterwithgartner/4-key-tech-trends-in-customer-service-to-watch
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