{"id":29592,"date":"2024-01-10T14:00:21","date_gmt":"2024-01-10T14:00:21","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29592"},"modified":"2024-01-18T15:06:08","modified_gmt":"2024-01-18T15:06:08","slug":"customer-service-trends-report-2024","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-service-trends-report-2024\/","title":{"rendered":"Announcing &#8216;The Intercom Customer Service Trends Report for 2024&#8217;"},"content":{"rendered":"<blockquote class=\"pullquote-style-four\">\n<p style=\"text-align: center;\">\u26a1\ufe0f Ready to dive straight into the insights? <strong><a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024?utm_content=intro\">Get the report \u2192<\/a><\/strong><\/p>\n<\/blockquote>\n<p style=\"text-align: left;\">Customer support teams will remember 2023 as the year that everything changed.<\/p>\n<p>In just 12 months, generative AI went from being an emerging possibility to a stop-you-in-your-tracks, drop-everything phenomenon. It&#8217;s transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on.<\/p>\n<p>Support teams have had a front-row seat to this AI revolution, and for our fourth annual <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024?utm_content=post\"><em>Customer Service Trends Report<\/em><\/a>, we wanted to understand just how much of an impact the transformation has had.<\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;We surveyed more than 2,000 customer service professionals across a range of locations, roles, and company sizes \u2013 and uncovered some gripping insights&#8221;<\/p><\/blockquote>\n<p>To find out, we surveyed more than 2,000 customer service professionals across a range of locations, roles, and company sizes \u2013 and uncovered some gripping insights. From tackling higher-than-ever customer expectations to making big-bet investments, support teams are gearing up to capitalize on the immense opportunity that lies ahead.<\/p>\n\n<h2 id=\"heres-what-we-discovered\">Here&#8217;s what we discovered<\/h2>\n<ul>\n<li><strong>AI has already influenced customer expectations \u2013 and they&#8217;re higher than ever.<\/strong> Now that customers know how AI can improve their support experience, they\u2019re not willing to wait around for anything less.<\/li>\n<li><strong>AI adoption jumped in 2023, and shows no sign of slowing.<\/strong> Almost half of customer support teams are already using AI, and that trend is set to continue upwards, with 70% of C-level support execs planning to invest in AI for customer service in 2024.<\/li>\n<li><strong>AI <em>is<\/em> coming for support jobs, but only the monotonous, repetitive parts.<\/strong> AI is changing the nature of support work and creating new career opportunities for humans. <em>But<\/em>, there\u2019s a perception gap between leaders and their teams when it comes to role evolution \u2013 which needs to be addressed in order to get support reps fully bought in.<\/li>\n<li><strong>Support teams are being held back by tools that were built for the past, and they\u2019re reevaluating their tech stacks.<\/strong> Last-generation tools aren&#8217;t going to cut it in this new age of customer service, which is why 65% of C-level support execs are looking at new platforms, tools, and technology specifically as a result of AI. Out with the old, in with the new.<\/li>\n<li><strong>Success looks different in an AI-first world, and the ways of measuring it are changing.<\/strong> Old metrics won\u2019t help you meet new opportunities, so support teams need to redefine how they measure and report on core metrics and KPIs to get a true measure of value and success.<\/li>\n<\/ul>\n<h2 id=\"the-ai-opportunity-is-there-for-the-taking-for-now\">The AI opportunity is there for the taking (for now)<\/h2>\n<p>Right now, the support teams that have already adopted AI have the advantage. But there\u2019s still time for other teams to catch up \u2013 if they work fast.<\/p>\n<p>Ready to take action? Grab a copy of <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024?utm_source=ii-blog&amp;utm_medium=internal&amp;utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024\"><em>The Intercom Customer Service Trends Report for 2024<\/em><\/a> to learn how support professionals are adapting their strategies this year to get \u2013 and stay \u2013 ahead, and how you can, too. You&#8217;ll also get valuable advice to help you hit the ground running with AI, from ways to save time and enhance efficiency to how to future-proof your support team.<\/p>\n<p>We may be in uncharted waters, but now&#8217;s the time to dive in.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>We surveyed more than 2,000 customer service professionals across a range of locations, roles, and company sizes to find out how the customer service landscape is changing \u2013\u00a0and how they&#8217;re adapting their strategies to be set up for success in 2024.<\/p>\n","protected":false},"author":443,"featured_media":29600,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[24900,24567,25251],"coauthors":[22320],"class_list":["post-29592","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-content-launch","tag-customer-service-trends","tag-customer-service-trends-report"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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