The constant emphasis on automation in support is necessary, and support leadership has a duty to look for the ways in which automation can be used to eliminate the mundane, repetitive parts of current support roles and create new and challenging roles. Approaching automation as a complement to the support agent role and not as a competitor will be critical.
In this report, TSIA has identified 23 separate application categories recommended for highly productive, scalable support teams, including:
Support executives will need to build a technology adoption strategy that will future-proof the customer experience and engagement strategies that have been put in place. Unlike ever before, the human and technological impacts of digital transformation will radically change support’s interactions with customers. It will be necessary to choose technologies that will lead to positive outcomes for both customers and support service organizations.
Download your copy of TSIA’s “2019 Support Services Technology Stack” report to:
Distinguished Vice President, Service Technology Research, TSIA
Vice President, Support Services Research, TSIA
Publish Date: January 31, 2019
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