It’s no secret that excellent customer service is a cornerstone of successful businesses. Now, with the digital wave upon us, building customer relations requires the enablement of seamless user experiences that drive value for clients.
While companies generally want to believe that their products are perfect, the role of customer service and customer success professionals still exists to empower customers to use those solutions as intended.
So, how can your organization construct the perfect environment to enable both its workforce and clientele?
Forrester’s report, Tech Tide™: Contact Center Technologies for Customer Service Q1 2021, breaks down 20 contact center and customer service technology categories—diving into the business value and maturity of each and every one.
One of the newer solutions which has been identified as high-value is the digital adoption platform (DAP).
Forrester states, “BMO Financial Group and Walgreens use WalkMe to improve adoption of self-service and automate routine activities, improving user experience. DAPs will become critical for customer service teams as they adapt and navigate post-COVID-19 customer-support operations.”
To accelerate their performance in customer service, companies are evaluating and adopting a range of contributing technologies.
Discover the new tech in which Forrester recommends to invest, as well as the more mature solutions your organization should maintain for true customer service success.