As we look forward to the next decade, let’s first reflect on the previous one and the impact it had on customer support. The 2010’s was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. Think Mobility Print and Print Deploy. It also launched “big data” into the mainstream, and support teams had more information about their customers than ever before. We’ve even recently launched ACDI Analytics in a time when most companies are in ‘pause’ mode. It’s time to look even further down the road towards the future of customer support.
So, what’s in store for the next decade? Here are a few B2B customer support breakthroughs I’ve read about and hope it helps you to prepare for in the next decade.
- It will be possible for support conversations to be converted to searchable text with minimal effort.