Download this Gartner Report to learn how to deliver customer service during COVID-19. The report covers the key challenges and recommendations for improving digital and self-service capabilities. Gartner recommends that: “Application leader supporting customer services should take these short-term and long-term actions:
*Gartner, Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities, 7 April 2020, Olive Huang, Brian Manusama
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According to Gartner*:
of the customer service workload will be done through crowdsourcing, telecommuting, work-at-home agents and gig-economy workers
of customer service organizations will deliver proactive customer service using artificial intelligence, process orchestration and continuous intelligence
more than 60%
of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019