Kustomer has recently announced new data on the state of the customer service industry which underscores the need for greater efficiency, particularly today’s rapidly shifting business environment. The report surveyed over 120 customer service professionals across a variety of industries, and found that 92 percent of organizations desire more efficiency. 51 percent of organizations cited a greater need for efficiency compared to a year ago.
Kustomer is an omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glossier, Away, Glovo, Slice and UNTUCKit.
Key findings from the survey include the following:
- 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,” says 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.”
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