TeamSupport
APRIL 15, 2021
This dramatically reduces the burden on customer support agents from repeatedly answering simple customer questions. With technology, the customer support agents can now focus on more complex customer concerns that require a human element. Enhanced Customer Support.
Kayako
JANUARY 5, 2017
In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Customers expect support to be available 24/7.
CSM Magazine
JUNE 12, 2020
Emergent technologies have forever changed traditional customer service support. Omni-channels, chatbots, artificial intelligence, and e-commerce represent new cornerstone technologies to achieve that goal. Omni-channels.
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