Provide better, faster, and cheaper customer service ↓ Provide better, faster, and cheaper customer service ↓ Provide better, faster, and cheaper customer service ↓ Provide better, faster, and cheaper customer service ↓ Provide better, faster, and cheaper customer service ↓ Provide better, faster, and cheaper customer service
Better, faster, and cheaper; today, you don’t have to choose. You get all three. The capability is stronger, there is much more efficiency, and the price is affordable to most.
SHep Hyken
Customer Service and Customer
Experience Expert
54% of support teams feel like their company/exec team view them as a value driver
I think this question really hits a pain point for a lot of support leaders. I’ve had conversations where leaders say they know AI is helping, but actually quantifying that impact feels overwhelming. It seems like there’s a real need for more structured playbooks or frameworks to help support leaders track the right metrics and tell that story in a way that resonates with execs. Right now, the best way I’ve seen this tackled is through peer-sharing – just swapping notes with other leaders on what’s working and what’s not.
Maxime Manseau
Co-founder and VP of support at birdie
81%
81%
81% of support teams agree that AI is changing the economics of customer service.
At last, it’s possible to provide better, faster, and cheaper customer service instead of needing to pick just two.
54%
54%
This means that customer support’s role as a major lever for business growth can finally be fully realized. But are support teams feeling it?
Just over half (54%) say that their team is viewed as a value driver rather than a cost center. That’s not bad for a function that’s traditionally been seen as a cost center – but given the leading role customer service teams are going to play in transforming customer experiences through the use of AI, we believe it’s lower than it should be. As such, we expect this perception to change significantly over the coming year.
[ 002 ]
Demonstrating the ROI of AI
It’s not always easy to know where to start with quantifying ROI. Our research showed that only 44% of support teams are currently able to measure the ROI of AI in customer service, while an almost equal amount (40%) say they can’t – and a further 16% aren’t sure.
Are you currently able to measure the ROI of AI in customer service?
yes
no