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In our series on remote customer service, we looked into technology as a route to solving some of the challenges facing firms through COVID-19. Gartner has produced a thought provoking market report ‘Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities’ which states:

“By 2023, 30% of customer service organizations will deliver proactive customer service using
artificial intelligence, process orchestration and continuous intelligence.

By 2023, 35% of the customer service workload will be done through crowdsourcing,
telecommuting, work-at-home agents and gig-economy workers, up from 5% in 2017.

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.” (written by Olive Huang and Brian Manusama from Gartner.)

Please download the article to find out more.

 

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities, 07 April 2020, Olive Huang and Brian Manusama

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