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Top Priorities for Customer Service and Support Leaders in 2024

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  • The service industry is rapidly evolving, and with this evolution comes the challenge of staying ahead. Service and support leaders must navigate through a maze of customer expectations and technological advancements. Based on insights from Gartner, here are the priorities for service leaders in the coming year.

    1. Enhancing Customer Experience – 

    Improving the customer experience is paramount, with a whopping 86% of leaders in agreement. This means not only responding to customer issues but proactively addressing potential problems before they arise. It’s about creating a service environment that is so intuitive and responsive that customers feel their needs are understood and valued.

    2. Analytics to Understand the Voice of the Customer (VoC) –

    VoC analytics has become a strategic priority, with leaders looking to move beyond traditional data analysis. The aim is not just to collect feedback but to understand the sentiments, preferences, and expectations. By analyzing this data, organizations can tailor their services and products to meet customer demands and craft personalized and meaningful service experiences.

    3. Operational Improvement – 

    A close 69% of leaders focus on improving operations, which covers everything from reducing response times to increasing the quality of support provided. Leaders are seeking to harness technology in ways that drive efficiency and innovation within service and support functions. This includes streamlining processes through automation, training staff to handle a wide array of issues, and ensuring that the infrastructure is in place to support these processes, which are all critical elements. The shift towards becoming technology leaders in their own right reflects a move from a purely operational focus to strategic, tech-driven service delivery.

    4. Customer Retention – 

    A strong 65% of service leaders prioritize customer retention strategies. This involves understanding why customers leave and implementing strategies to keep them. Loyalty programs, personalized service, and consistent follow-ups can contribute to higher retention rates.

    Service and support leaders are, therefore, exploring new ways to use self-service and generative AI to not only resolve issues but also act as brand ambassadors.

    5. Operational Efficiency through Analytics – 

    64% of leaders leverage analytics to boost operational efficiency. The emerging focus on CJA signifies a deeper dive into understanding the entire spectrum of customer interactions. This could involve the deployment of predictive analytics to anticipate service peaks or AI to automate routine tasks, freeing up human agents to handle more complex issues.

    6. Fostering Customer Loyalty – 

    Building customer loyalty is crucial and is being prioritized by another 64% of leaders. Customer loyalty is fostered through consistent positive interactions, trust-building by being transparent, and regularly exceeding service expectations.

    7. Self-service Adoption – 

    There is a paradigm shift from the traditional “build and they will come” approach to a more nuanced strategy that takes into account customer preferences and trends. There is an urgency to cater to the younger demographics who exhibit a “self-service or no service” attitude, indicating that companies need to refine their self-service capabilities to meet these changing expectations and improve the adoption of such services. Hence, Improving self-service options is on the radar for 64% of leaders. Self-service tools like FAQs, AI chatbots, and automated troubleshooting guides empower customers to find answers quickly and on their own terms.

    8. Self-service Success – 

    Also, with 64% of leaders focusing on it, improving the success rate of self-service channels is vital. Ensuring that these tools are effective and can resolve the majority of issues without escalation to a live agent is a key objective.

    9. Empowering Employees with Technology –

    62% of leaders recognize the importance of arming their employees with the right technological tools. This includes leveraging generative AI-driven tools to augment service representatives’ capabilities, enabling them to be more efficient and knowledgeable and providing access to comprehensive customer databases, efficient problem-solving tools, and platforms for collaboration among service staff.

    10. Boosting Employee Productivity –

    Finally, increasing employee productivity is a priority for 61% of leaders. Productivity can be enhanced through better training programs, efficient work environments, and tools that automate mundane tasks.

    Overcoming Challenges with a Strategic Focus

    Leaders must navigate through the challenge of enhancing self-service efficacy for tech-savvy customers and integrating generative AI to assist service representatives. Furthermore, a deep dive into customer journey analytics is essential to offer a seamless service experience from start to finish.

    Future-forward Technology Strategy

    Finally, service leaders increasingly recognize the need to play an active role in their organizations’ technology strategy. They are looking to use the momentum generated by executive interest in technology, like generative AI, to secure funding and support for foundational improvements that will enable future innovations.

    These innovations include developing self-service capabilities that go beyond call deflection to genuinely engage customers and investing in customer journey analytics to gain a holistic view of the customer’s experience across all touchpoints.

    Adapting to these priorities and executing the recommended strategic actions can help service and support leaders not only meet but exceed customer expectations, ensuring that their organizations remain at the forefront of service excellence as we head into 2024.

    To keep pace, your business needs to invest in modern technology that offers fully automated QA tools that understand the customer intent behind entire conversations — not just keywords and phrases. The right solution will also be easy to set up, deploy, and manage, making it simple to track the customer experience in real-time and adjust your strategy as needs change.

    To learn more about what to look for in an AI-powered QA platform, check out our free buyer’s guide. Better yet, take Level AI for a spin today by requesting a free demo.