THE CURRENT AND FUTURE STATE OF

TECHNICAL AND CUSTOMER SUPPORT

o Current state of technical and customer support
o Future state of technical and customer support
WHAT IS CUSTOMER
SERVICE
TECHNOLOGY?
 Customer service technology is a range of
software and hardware solutions that
improve the customer experience and
empower your agents to deliver better
support.
CURRENT STATE OF TECHNICAL AND
CUSTOMER SUPPORT
o Chatbots: Help customers get common questions (like service hours, return policies)
answered in seconds from any page on your website or app.
CURRENT STATE OF TECHNICAL AND
CUSTOMER SUPPORT
o Chatbots responses 24/7, however chatbots function with a limited number of questions
and answers by using a decision tree or using Artificial Intelligence(AL)
CURRENT STATE OF TECHNICAL AND
CUSTOMER SUPPORT
 Omnichannel customer service integrates with all online and
offline communication channels (text, social, website) to provide a
consistent brand experience.
IS THE SERVICE GETTING BETTER?

The services is not getting any better Trend setters in some companies are
. It might be because the company actually not following trends and are
overlooks the needs and wants of the letting the customer expectation
customers. down.
 Reasons for gaps
Service providers are failing to
catch with the technology the
customers want
between companies
efforts and customer
perceptions.
 Bots will interact via text & voice – In the future,
FUTURE chatbots will change into what some people are
now calling Intelligent Virtual Agents (IVA). An
STATE OF IVA enables customers to communicate with a
company through multiple devices. Voice-driven
TECHNICAL virtual personal assistants such as Siri, Alexa,
and Cortana are rapidly becoming widely
AND adopted.

CUSTOMER Chatbots will be deployed to new channels – Bots will

communicate across different channels, like
SUPPORT social media ( Facebook, Twitter) and texting
platforms (Facebook Messenger, WhatsApp).
They will fit right as those channels are
conversational.
FUTURE STATE OF TECHNICAL AND
CUSTOMER SUPPORT
Increase customer retention – When
businesses deliver consistent real time
support across all the channels with the
help of digital engagement tools, customers
are highly satisfied and they retain with the
brand for a longer time.
Data based support – It is impossible to
meet customer expectations without
understanding them.
Better accessibility for customers – Every
customer has a different preferred channel
of communication. They also expect every
channel to be open, easily accessible, and
integrated.
HOW CAN SUPPORT INDUSTRY TRENDS AND SATISFY THE
NEEDS OF THEIR INCREASINGLY DEMANDING CUSTOMERS
WHILE AT THE SAME TIME MAINTAINING COSTS?

Don’t relax to such an extant that you fail to accept change.

Reading through blogs about the trends in your industry is

not costly and is important.

Regularly follow publications and influencers in your

industry.