New Gartner Research points out that leaders in the areas of support and customer service should seek resources fingerprints to automate or eliminate inefficient processes
O Gartner, a world leader in research and advice for businesses, announces a new survey of 283 customer service and support leaders that predicts that data and Analytics will be priorities in 2023, being considered “very or extremely important” for 84% of respondents in their work for achieve organizational goals this year. The Gartner also reveals that the effectiveness of the digital channel is “very or extremely important” for 80% of respondents, along with performance and employee development for quality assurance.
Jonathan Schmidt, Senior Director and Gartner Consultant
Gartner's research further indicates that improving operations and expanding the business are the two most important business goals for this year. “Understanding the needs and expectations of consumers, evaluating their service experiences, will be essential to improve loyalty and create value, especially when organizations face economic headwinds”, affirms Jonathan Schmidt, Director Senior and Consultant of gartner for Customer Service and Support Practice. According to him, "run this vision requires investment in data and Analytics, knowledge management and a lasting partnership with the YOU."
Against of recent economic fluctuations, the leaders of the service and support areas plan dedicate more resources to improving, automating, or eliminating inefficient processes (59% of respondents), migrate most of the service volume digital and self-service channels (51%) and contribute for create value for customers (46%) in the near future.
“In tough economic times, customer service and support leaders are often encouraged by their directors financial to be content with what they have.” says Schmidt. “Given the difficulty of hiring and retaining talent, however, it makes sense that they are addressing inefficiencies and prioritizing digital channels as a strategy to reduce costs without decrease the number of employees or sacrificing the customer experience.”
With these research findings, Gartner analyst does three important recommendations for customer service and support leaders:
1- Collect actionable customer data across all channels through a program Voice of Customers (VoC) analysis Voice of Clients, in English) robust, that goes beyond research and incorporates more advanced methods on analysis of speech, text and digital experience of Analytics. Take advantage of these methods for decisions about hiring and training people, processes and technologies. This is the key to a successful customer service function. consumers;
2- Build digital self-service teams to oversee digital fulfillment capabilities strategy, manage channels as products, and work closely with data analysts to develop and measure success metrics;
3- Empower service agents to the customers with technology, including connected desktops, to help them better guide customers through the resolution of any demands.
