Customer Support Technology Value Matrix 2024

July 9, 2024 - Value Matrix Y98

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As the CRM landscape evolves, customer support technology has become essential in enhancing customer experiences by automating tasks such as case management, knowledge management, and omnichannel support. The integration of AI has shifted the market’s focus from not only improving agent efficiency, but also enhancing overall customer satisfaction through advanced ticket routing, predictive analytics, and proactive engagement. Real-time data processing and natural language processing (NLP) further enable support teams to make immediate strategy adjustments and analyze customer sentiments more accurately.

For a detailed description of the Value Matrix methodology: Understanding the Value Matrix

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Nucleus Research names Microsoft, ServiceNow, Talkdesk, and Zendesk as leading providers of customer support technology.