How chatbot and automation will update outdated customer support in future
There’s often a disconnect between a goal of exceeding customer expectations and the capabilities customer support can actually deliver, given the limited Tools they’re provided by the business’s tech leaders. That’s all about to change in future.
Customer Support trends report assesses the impact of the covid19pandemic on the enterprise, on support teams’ budgets, plans, and technology investments, as it identifies transformative trends.
companies plan to invest in conversational support capabilities, including proactive support, chatbots, and automation in future.
Support leader whose teams use chatbots are 60% more likely to report an improvement in resolution times and 30% more likely to report an increase in customer satisfaction than those who do not.
support leaders who have already availed of the benefits of chatbots (68%) said they will plan to invest in more of them in future (and those companies are four-times more likely to invest more in chatbots).
Teams that use chatbots to automated conversations are 27% more likely to meet rising customer expectations than those that don’t.