Just in time: The Gartner® Hype Cycle for Customer Service & Support Technology
- more than 20 of the most important trending technologies
- the current development status,
- why a modern omnichannel offering is part of digital customer service,
- target group as well as
- impact and identifies the
- drivers and obstacles
The big innovation update for Customer Service & Support
What is already part of the standard today, what is already so mature that the breakthrough is imminent, and what comes next?
Gartner® Hype Cycle for Customer Service & Support Technology
Multiexperience or Digital Customer Service: Which to tackle first - and why?
Making the right decisions in the area of conflict between innovation and benefit
Customer service and support managers are constantly faced with the same question: How can cases be processed even more efficiently? And how can customer satisfaction be increased at the same time? What costs are justifiable and when will a positive ROI be achieved for the path taken? In service, it often comes down to setting the right course at the right time. Both the direction and the timing are subject to a constant evolutionary process, influenced by changing customer expectations. Some topics quickly achieve the status of an established offering and become growth drivers.
Trend radar with wide reach and expertise
From "what will happen in the next two years" to "what will we have to adapt to in 10 years": Gartner®'s Hype Cycle Report is a trend radar with excellent near-term resolution and very broad coverage for the issues on the technology horizon. Take Digital Customer Service, the seamless, case-based communication across all channels. Gartner® rates this topic as "about to peak" in this summary. It is now important for decision-makers to subject current offerings to a critical stress test. This is because the trend in the service sector is also moving toward potent platform decisions. These offerings in particular must be examined in terms of their support for corporate objectives.
From desire to expectation to competitive factor
An important part of digital customer service is intelligent omnichannel service management. The latter is not a trend topic per se. What is new is the ever steeper curve of customer expectations, for example for intelligent 24/7 self-service offerings. novomind has been committed to the digitization of the entire customer from the very beginning. Our goal is to push the boundaries of technology for our customers and turn them into solutions for the best customer experience of the time. Currently, these are intelligent ML and AI solutions that complement our service solutions, which are open in all directions.
novomind iAGENT stands for omnichannel experience - for more than 20 years
Today, voice, e-mail, chats or social media and fax requests are recorded across the board and processed in one platform. In addition, the solutions communicate with existing back-end systems such as CRM and ERP. As a result, the service promise is increasingly becoming a promise of the entire organization, not just of the service employees in direct contact with customers. Customer satisfaction and loyalty are timeless values that are becoming increasingly important in differentiating providers. novomind takes this into account and offers what customers are looking for: a uniform software solution that unites the various channels. And a breeding ground for the service innovations of the coming years.
With novomind iAGENT you are always in pole position
Unlike other providers, novomind focuses on a holistic platform offering - not on isolated solutions for telephony inquiries or the connection of individual digital channels. novomind iAGENT is a complete solution for contacting customers via all channels. Mail, chat, telephone, fax and even print letter communication are recorded and processed centrally. In other words, no matter which "next big thing" you start with - with novomind iAGENT you can secure pole position today.
Digital customer service is becoming increasingly important - now it is crucial to set the right course.
Find the "Next Big Thing" for Customer Service sooner than you think
Create a foundation for your own long-term success story. novomind iAGENT helps you create the omnichannel experience your customers expect.