The last few years have dramatically changed the customer interaction landscape, and it will only continue to shift. Understanding these changes is important so we can give customers what they want.
Here's how customer service is changing:
- Self-service technology is expected to grow 15% by 2027
- AI and machine learning are expected to automate 40% of all customer interactions by 2023
- More customers than ever prefer digital interactions to in-person.
When you have the right technologies and systems in place, you can grow with future customer service trends.
We know that evaluating new technologies can be a time-consuming experience, and that’s why we value Gartner® research. Gartner delivers actionable, objective insight to executives and their teams and frequently releases new research.
Heretto has been named a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2022. The Gartner Hype Cycle describes maturing technologies for supporting customers.
Creating excellent customer experiences is more important than ever, and we’re thrilled to be acknowledged as a Sample Vendor in this area.
If you’d like to learn more, check out the whole report here.
Gartner, Hype Cycle for Customer Service and Support Technologies, 2022, Drew Kraus, 19 July 2022. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and HYPE CYCLE is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Heretto.
