Automation: What's Missing in Your Customer Service Strategy

Automation covers technologies across many processes and fields. In regard to customer service it's using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. Though the majority surveyed (79%) use the telephone to connect to service, it's also the channel that most (75%) don't want to use in the future. Instead, 81% are more interested in using email and 62% in website/self-service in the future.