For companies struggling to leverage digital transformation, there is new hero in town, and it’s called intelligent automation. Intelligent automation is definitely much more than hype. But before companies carried away, they must understand and focus more on the “why”, “where” and importantly “how” they want to use intelligent automation.

There’s no doubt about it — the expectation and demand for personalized customer service is growing every day. In fact, our survey found that 42% of consumers would rather wait for an agent with the right knowledge than get a fast answer. But what does personalized service actually mean, and how can you deliver it? Let’s dive in.

For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process. You’re never quite sure if the customer is ready to end the conversation and you’re saying too much, or if you haven’t said enough and the customer will be unhappy.

A modern high-capacity building is a blend of technology and structure. It is why developers have to work with heating and cooling system experts to guarantee optimum living conditions for residents. To meet expectations, heating and cooling system experts can only rely on the right tools needed for successful collaboration between cross-industry experts who develop the systems and the customers who need the solution.

Workplace IT support can be as simple as fixing a computer, or as complicated as setting up a whole new server system. Employees could reach out through different communication channels; phone calls, emails, or texts.

For support team leaders wrestling with how to help customer service teams perform at the highest level, it can be helpful to keep a simple concept in mind: always assume positive intent, that agents will act in the best interest of others (namely, your customers). It’s a baseline belief in your team members’ desire to show up every day wanting to help each other, serve the business, assist customers, and get better at their craft.

Implementing your technology solution is a major milestone for any business—and if you’re there, you should celebrate. This key step, however, is just the first step in your journey. No doubt, your business is going to evolve, and the technology you rely on to support it must evolve with you.

Not that long ago people used to call customer support whenever they had a question about a product. However, now that they have access to the Internet, they often try to find an answer themselves before submitting a ticket or picking up the phone. After all, no one wants to make themselves look silly by asking a question that is already answered on the company’s website.