Industry insight

Customer support needs less talk, more troubleshooting

Expectations for customer service continue to rise across the globe. Microsoft’s 2018 State of Global Customer Service Report reveals that 95 % of respondents say customer service is important in their choice of and loyalty to a brand. 59 % have higher expectations now then they had a year ago.

Your customers no longer compare you with only your competitors, but with the best support they have ever received from any brand. Customer support is slowly but surely overtaking product and price as the most important differentiator.

Customer service now is the service.

This is especially true for brands with technical products. You can’t have a great product today without great technical support.

But customers demand technical support on their own terms. They want instant resolution, around the clock, via any channel, without having to repeat the information multiple times.

To meet these expectations, leading companies are using AI-driven virtual agents to create customer self-service experiences that are available anytime and everywhere.

These virtual agents have three main advantages that are driving their adoption:

  1. They free up support teams to be more productive and focus on problems that actually require their expertise.
  2. They reduce support costs by automating repetitive customer requests.
  3. They actually improve the customer experience by replacing long waits with instant help, around the clock.

The elephant in the room is troubleshooting, the process of diagnosing and resolving technical problems. Troubleshooting represents the vast majority of time and money spent on technical support, and indeed all of customer support. Yet most companies escalate all but the most trivial problems to a human support agent.

Chatbots that are good at conversation and handling simple requests will continue to demo well but frustrate in the real world. What customers really care about is instant help to actually solve their problem.

Chatbots need a little less talk and a lot more troubleshooting.


Here at Mavenoid, we're building the AI platform to automate troubleshooting and technical support through amazing customer self-service. To create your own virtual support agent that can actually help your customers solve real problems, get in touch.