This is exactly the conclusion Gartner analysts make. The article made me laugh a bit, you'll see why in a moment. Key findings:
— Online chat and self-service portals are becoming the main channels.
— Knowledge management systems solidify their positions at the top.

I've already forgotten when I last saw a chat with a manager. In Russia, everyone switched to extremely annoying self-service and bot communication long ago. In my opinion, communicating with a live person should already be touted as a competitive advantage.

🎲 Research

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