Freshworks: The top five priorities for customer service managers in 2024

To be successful in a turbulent economy, you need to constantly focus on increasing customer value. From AI to multi-channel support, today's customer service leaders must adjust their priorities to achieve results.

To help you get started, Freshworks has compiled the 5 key priorities and strategies into an e-book. This will enable you to start implementing these changes today and ensure you stay ahead of the game.

From how to best manage customer interactions across all channels to how to leverage AI-generated insights to maximize opportunities to improve the effectiveness of your team. You can also learn from a number of leading companies that have already implemented and achieved success with the help of AI.

Here are some of the initiatives you can read more about in the book:

• Invest in conversational self-service
  Customers demand fast and seamless service every time - across all channels. Generative AI chatbots are adept at creating human-like responses at scale in conversational channels like live chat, Instagram, Messenger and WhatsApp.

• Make multi-channel engagement the new norm
  Inconsistencies in speed, knowledge and availability across support channels frustrate customers. By investing in an efficient and unified agent tool, companies can provide fast and contextualized support.

• Leverage AI copilot to boost agent productivity
  Keeping their teams happy and productive is a challenge for customer service leaders around the world. With an AI copilot, companies can help agents provide faster resolutions while giving them more time to focus on more complex customer issues.

• Easy access to key customer service analytics
  Generative AI makes it easy for managers to identify potential issues and optimize efficiency with up-to-date analytics on customer satisfaction, case volume and resolution times.

• Break down silos between sales and customer service teams
  Brands that prioritize exceptional customer experiences can extend customer lifetime value (CLV) by driving repeat purchases and upsell opportunities. By eliminating data silos and providing a unified customer view, your teams can better contribute to business growth.