CS Transformation Report by Intercom

See support teams’ top tech challenges See support teams’ top tech challenges See support teams’ top tech challenges See support teams’ top tech challenges See support teams’ top tech challenges See support teams’ top tech challenges See support teams’ top tech challenges

19% OF RESPONDENTS SAY THE CUSTOMER SERVICE TOOLS THEY USE CAN ALWAYS FULLY SUPPORT THEIR NEEDS

77% OF SUPPORT DIRECTORS REPORT THAT THEIR CUSTOMER SERVICE METRICS HAVE IMPROVED SINCE IMPLEMENTING AI

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CHAPTER 4: CUSTOMER ATTITUDES HAVE FLIPPED

When it comes to customer service, the tools you use are make or break.

Not only for the customer experience you provide, but also for the working environment you create for your team. Your customer service tools (and in particular, AI agents) represent your company, so you want them to be intuitive, easy to use, and reliable for everyone, from customers asking a question to the support agents using them every day. 

But our research suggests that this isn’t always the case. Many customer service tech providers are falling behind – and are impacting your ability to innovate and transform. 

Only 19% of respondents say the customer service tools they use can always fully support their needs. And although 93% say their CS tool fully supports their needs at least half of the time, let’s face it: if a tool only fully supports your needs sometimes, is it really supporting your needs? Or to put it another way: what happens the rest of the time?

Support teams want the best tech