As we welcome 2023 - it is also the time for resolutions, predictions, and tips for 2023 from the IrisAgent team.
First, a look back at 2022
Adverse macroeconomic and geopolitical conditions clouded 2022 and we saw support budgets shrink while customer expectations stayed sky-high. In these conditions, we at IrisAgent are proud to have continued to innovate and help our customers save money, and increase agent productivity and customer satisfaction. IrisAgent matured to be a very feature-rich and secure Support Ops platform. Key capabilities that we added and are super-proud of,
AI powered tagging, issue discovery and triaging - Our secret sauce just got better and more effective than ever before.
Certified integrations for leading CRM, Engineering and DevOps systems with easy workflow setup - Our list grew 3X. We added workflows and alerting to help connect point systems that are SOC Type 2 compliant.
Predictive churn and escalation management - Helping support and customer success teams become truly proactive.
Enhanced reporting and dashboards - Easy to connect and drive critical insights with data from CRM’s, engineering, and DevOps systems in a single view.
Now looking forward - Key tips and predictions for 2023
At IrisAgent, we are constantly listening to our customers and prospects. We learn, innovate and adapt iteratively. Thus, our top predictions and tips for 2023 for Support teams and leaders -
Doing more with less with SupportOps will be the norm - ‘CX is the new revenue driver’ - sure! but that memo is yet to reach CFO’s who classify support as a cost center. Budgets will be tight, making AI powered SupportOps a top consideration to integrate and automate CRMs and back end systems for cost efficiencies.
Bringing DevOps into the SupportOps fold becomes important - DevOps has remained a silo, time to demystify and empower support teams with actionable DevOps insights via SupportOps platform.
Embracing AI as mission critical - Launch of ChatGPT has made us all take notice. AI has gone mainstream and support teams need to unlock the power of AI with automated tagging, issue discovery and triaging. Manual tagging is passe’.
Initiate in-product support personalization for support - Product led organizations need to increasingly embed contextual real-time support capabilities inside the product experience. We believe this is a natural expansion for Support Ops and will help organizations deliver better support while lowering costs, improving customer satisfaction - at scale
These predictions and related tips above form key themes for our NEW innovations coming in 2023 while we continue to enhance our current platform capabilities.
More to come - stay tuned!