My Customer Support Prediction for 2016

Here's what I think this year will bring for customer support:

Multichannel software will give you a single view of the customer. This is going to let the best customer service reps shine, because they will have enormous amounts of information at their fingertips. Customers won't have to repeat ourselves again and again. Agents can get things right the first time and create a more personal experience for the customers. Most companies already have all of this data, but there's not the right tool out there to pull it together.

In order to prepare for 2016, now is a great time to map your customers journey through all of the touch-points. Know what information you have about your customer at each step and what else you could be collecting to make it easier. This will help launch new technologies like contextual help, inline guides and live chat. Where are your customers getting stuck? What can you do to make it EASIER for them? 

Want more predictions for 2016? Check out expert filled crystal ball here: https://blog.kayako.com/customer-support-predictions-for-2016/