Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

There's an urgent need for customer service efficiency

Limited staff, budget & technology are the main hurdles

The survey of over 120 customer service professionals, across a variety of industries, found that 92% of organizations say more efficiency is needed, and 51% reported that there is a much greater need for efficiency than a year ago.

Kustomer surveyed customer service professionals across twenty industries including healthcare, food, beverage and grocery, and finance and insurance industries to better understand the current customer service environment, what tools and strategies businesses are currently using to achieve efficiency, and how technology can play a more central role in turning customer service organizations into profit centers.

Key findings included:

• Limited staff, budget and executive buy-in pose significant efficiency challenges
  Sixty-three percent of respondents reported having limited staff, while 44% reported being on a strict budget. Fifty-six percent of agents said that budget prevented their organizations from implementing efficiency tools, while 34% pointed to the absence of executive buy-in.
• Agents perceive immediacy and accuracy of responses to be key customer priorities
  Ninety-one percent of respondents said their customers simply cannot stand long wait times, while 79% said their customers won't tolerate having to repeat information.
• Type and volume of inquiries are the biggest obstacles to delivering efficient support
  Thirty-eight percent of respondents point to challenging inquiries as the main reason for inability to provide efficient support, followed by 29% of respondents that say too many inquiries are problematic.
• Adoption of the right tools is necessary to stay efficient and effective
  While 57% reported that they are not using any of the typical tools and strategies to deliver efficient support, organizations are considering adopting a variety of tools, including intelligent routing, knowledge base deflection, auto responses and chatbots.

"When business is booming and a wealth of resources are available, efficiency may not be the number one priority for a customer service organization, but as the pandemic continues to challenge brands and customer expectations continue to shift, the power of an efficient and effective customer service organization cannot be underestimated," said Brad Birnbaum, Co-Founder and CEO of Kustomer. "As businesses have no choice but to do more with less, having the technology tools in place that can minimize the impact of decreased resources and make agents' jobs easier will play an increasingly important role in delivering a stellar customer experience while ensuring profitability."

"Now that we have a greater understanding of the efficiency pressures and challenges facing today's customer service organizations, the adoption of intelligent tools that can handle low level tasks and free up agents' time to handle challenging inquiries becomes even more essential," added Birnbaum. "By combining tools like AI-powered technology, sentiment analysis, intelligent routing and chatbots, the Kustomer platform provides agents what they need to deliver highly efficient service, build long-lasting customer relationships, boost brand loyalty and make valuable contributions to the company's bottom line."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)