Revolutionizing Customer Service: Five Trends Innovative Tech Leaders Need To Know
Key Takeaways
⇨ Empowering service teams with integrated technology can significantly enhance brand value and revenue by ensuring swift, accurate resolutions to customer problems.
⇨ Investment in AI and automation allows organizations to streamline operations, reduce employee turnover, and enhance customer service by handling routine tasks efficiently.
⇨ Adopting a composable business model in customer service enables companies to adapt quickly to changing conditions, providing agility and competitive advantage.
Organizations empowering their service teams with technology that supports swift, accurate, and satisfying resolutions to customer problems – with fewer handoffs and less confusion – can win loyalty and brand equity. In fact, many respondents in a recent survey conducted by Harvard Business Review Analytic Services, sponsored by SAP, report that customer service drives brand value (94%) and revenue (92%).
Getting it right the first time means having access to the right data and internal resources at the right moment to serve the customer the right way. Executing flawlessly means front-line agents must be connected to the entire organization, including
sales, operations, logistics, and e-commerce.
Smashing these legacy silos is a huge competitive advantage, when fewer than half of enterprises say they’re capable of cross-department collaboration.
Automation Starts to Deliver on Its Promise
The smart use of AI and automation – in combination with real, live human beings – helps streamline operations, reduce employee turnover, and support the excellence customers demand in their service interactions.
More than half (61%) of B2B organizations plan to invest in automating routine customer service activities in the next two years. 3 This willingness to spend on automation reflects both the business benefits of AI and other intelligent technologies,
and customer affinity for automated channels.
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