Future of Customer Support 2021

Customer Support is evolving and consumer behaviour is changing. Customers are no longer adopting digital. Now, customers are digital. Future belongs to the brands that understand and embrace the importance of technology in customer experience.

We analysed 10 million queries from over 110 brands across these industries and regions to understand what’s trending. The results give a detailed picture of which customer support trends leading companies are focussing on in 2021.

It covers the following topics:

• How was 2020 for the Customer Support Automation?
• What Key Customer Support Metrics Brands Should be Targeting
• What Should Brands do to Deliver Better Customer Support?
• How Should Brands Choose Their Customer Support Automation Tool?