The disruption of traditional business models has placed challenging demands on support organizations of today. The inefficiency of traditional, siloed tech stacks has further made it imperative for support and self-service functions to build new muscles to meet future requirements effectively.
Latest TSIA research states that adoption of technology for self-service portals increased from 71% in 2019 to 87% in 2020, and continued investments are planned, with 87% of respondents saying they will invest in technology to embrace the brave new world of virtual customer engagement.
But a short term, siloed approach to technology adoption is rarely successful, and getting a budget for each new additional tech stack is a multi year challenge. Hence, investing in a unified cognitive platform is where the buck stops at.
In this session, Brian Corcoran, Certified KCS Practitioner and Regional Sales Manager, SearchUnify and Lynette Ledoux, Customer Success & Search Specialist, SearchUnify shared insights on: