There is inconsistent customer support pre- and post-purchase with limited view and less anticipation of the customer and their needs from one touch point to the next, little preemptive action, and no ability to escalate proactive processes autonomically.
Goals and Objectives
Focus of omni-experience customer support shifted to enhancing the use and enjoyment of products, supported by digital services embedded in products or from the ecosystem of seller and third-party apps. Support of the customer journey continues but in a secondary role facilitated by real-time information and analytics to improve the support experience. Customer support is predictively focused on preempting problems, not reactively solving them. Intelligent agents handle FAQs and other traditional customer support tasks.
Customer contact process and case management tools; customer journey configuration and analytics; AI-enabled chatbots and robots; multitouch engagement including social, chat, email, phone, video calls, SMS, and voice; and 5G connectivity
Use Case Summary
Create a proactive omni-channel approach to customer care that understands consumer shopping context and recommends personalized actions through the customer journey and in the stream of life.