Customer Support Organizations are increasingly focused on the In-Product Support Experience. Customers need – and expect – to resolve their issues quickly, in real-time. They require fast access to the right product information, as well as seamless routes to live agents.
A successful In-Product Support Experience requires:
– A self-help option that can interpret issues and quickly respond with the right answer, rather than the typical URL to a bunch of documents.
– A support functionality that can quickly provide an agent the right answer in real-time, rather than subjecting them to hours of research.
– A Community of Experts’ knowledge base that is captured in real-time and made available to customers at any time.
I believe that an AI-powered Autonomous Customer Support platform meets these needs.
Don’t you agree?