Transforming customer support with automation: Key trends and challenges for support leaders

Companies that automate customer support are four times more likely to see improvements in CSAT, according to a survey conducted with support leaders. The demand for automation is high as companies struggle to meet the growing expectations of customers who want quick and personal support. The biggest challenges facing support teams are understaffing, employee training, and technology. Automation can help alleviate these issues by freeing up time for agents to focus on complex queries, improving collaboration between departments, and reducing repetitive tasks. With the right blend of proactive, self-serve, and human support, businesses can revolutionize their customer experience without compromising CSAT scores and resolution times. Support leaders who have already automated their customer support are nearly seven times more likely to increase their AI budget than those that don't.