Gartner Survey Identifies Top Technologies Impacting Customer Service And Support In 2023 And Beyond
Gartner, Thursday, May 18,2023
Customer Service and Support Leaders Value Tech That Supports Customers' Shift to Self-Service and Improve Rep Retention
The technologies with the most current value to service and support organizations are those that support assisted service, according to Gartner, Inc.
'Today, the most impactful technologies in service are ones that support reps to deliver low-effort, value-enhanced experiences in the live channel,' said Lauren Villeneuve, Sr. Director, Advisory in the Gartner Customer Service & Support practice. 'These technologies are critical to continue to shift customers' transactional issues to self-service so reps can focus on more complex issues.'
A Gartner survey of over 200 customer service and support leaders conducted December 2022 through February 2023 revealed that the top technologies currently impacting customer service include: case management systems, internal collaboration tools and cloud-based contact center systems to be of most value in 2023