CUSTOMER SELF-SERVICE
It’s clear that most customers will do just about anything to avoid talking to a live customer support representative, and there has been a proliferation of automated technologies in recent years to help them help themselves.
From live chat to ecommerce platforms, customers are using tech to self-educate through the majority of the buying process and much of the support process.
In 2017, AI will take customer self-service to the next level through applying cognitive solutions to the discovery process, providing useful information to customers they may not have known they needed.
The purchase of an item can trigger the delivery of a whitepaper on how to competitively position it, a form to register for a related webinar or an alert on an upcoming trade show.
The mobile-first and mobile-only ecosystem will demand responsive designs of portals and automated systems, and customer self-service platforms will feed data on customer behavior and buying patterns to internal sales and support teams to improve business performance.
Automating, customizing and managing dashboards and portals will be a big opportunity for the channel in 2017.
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