Smart Customer Service Investments in Emerging Applications Need Cost Justification

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Although many brands struggle to keep pace with changes in customer service, leading customer service organizations realize strategic investments will keep them ahead of their competitors and at the top of their game. Most customer service decision makers understand the many benefits of emerging technologies supporting their customer needs, but tight budgets often limit their ability to move forward with new investments. This report highlights five key technologies that can create new revenues, lower service costs and provide compelling customer experiences that all customer service organizations should consider. Importantly, these customer service investments demonstrate quantifiable business benefits and provide valuable customer insight. The next-generation customer service technologies to watch and consider for investment include:

  • Mobile Web
  • Automated Web chat
  • Real-time analytics and decisioning
  • Big Data
  • Video mobile support
Purpose & Intent: 

This report identifies shifts in customers’ behaviors and the applications needed to create an outstanding customer experience. It also provides guidance on how to justify investments in emerging customer service applications to realize quantifiable savings. 

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