Guru Wave

Over the last decade, the customer support industry has changed dramatically from customer deflection to customer engagement and retention. Brands have finally realized that the post-purchase support space is where customer loyalty is ultimately won anew—or lost forever.

This new understanding of customer support as a revenue engine instead of a cost center has led to new ways to judge support efforts’ success. The traditional metrics of handle time, time to ticket resolution, resolution rate, and CSAT scores have been supplemented by net promoter scores (NPS), time to first response, and upsell opportunities. But what changes will the industry see over the next decade, and how will the support tech stack evolve to meet them—while also improving the agent experience?

Guru partnered with Freshworks to discover the future of customer support. Download the report now to see what it holds.

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Our analysis covers the impact of the following existing trends and their impact on the tech stack:

  1. A shift from the traditional call center to distributed support teams
  2. Omnichannel support fully replacing multichannel support
  3. Proactive and prescriptive customer self-service
  4. Support channels used to generate revenue
  5. Widespread implementation of support methodologies
  6. Social sentiment as a key performance indicator

Future of the Customer Support Tech Stack

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