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Ahead of the Holidays, New Study from Helpshift Reveals Consumer Attitudes About Customer Support During Busy Shopping SeasonSAN FRANCISCO, Aug. 21, 2019 /PRNewswire/ -- Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumers' opinions about the state of customer service ahead of the busy holiday shopping season. Key findings include:
"It may seem counterintuitive, but despite customer support teams being much busier than usual during the holidays, customers themselves are not seeing negative effects," said Helpshift CEO Linda Crawford. "This is because retailers are learning how to scale their support operations during the busy holiday shopping season. Offering more robust self-service options, in addition to using automated technologies and modern channels like mesaging, enables them to scale and maintain steady customer satisfaction scores without increasing costs." Other key findings include:
"While it's encouraging to see that most consumers surveyed feel that service and support operations are improving, there's still a long way to go," continued Crawford. "As this data reflects, digital customer service is moving the needle and helping brands scale, especially during busy times like the holidays. Yet brands need to make the move to digital-first and start automating in order to deliver on consumers' expectations of on-demand support." Helpshift will release a full report in the coming weeks featuring these insights in addition to more data showcasing the impact of automation on customer service from both the consumer survey and the analysis of its own customer data. To request an advanced copy or briefing when it becomes available, visit https://go.helpshift.com/State_of_CS_Automation_Report.html. Additionally, Helpshift is launching an "MBA in Customer Service Automation" webinar series to help customer service professionals integrate automation into their support stack. To register for free, visit https://go.helpshift.com/MBA_CSAutomation_webinar.html. About Helpshift Helpshift's next-generation digital customer service software enables B2C brands to scale their support while offering differentiated experiences through phone, web, in-app, email and messenger app channels. Helpshift's innovative asynchronous messaging model across these channels gives people back their time, keeps conversations in context and allows humans and automations to work together to solve problems faster. The Helpshift platform embeds knowledge and AI to let customer service organizations best utilize a mix of automated service, self-service and human-assisted service. Serving over 450 businesses worldwide, including Xfinity Home, Microsoft, Tencent and Supercell, Helpshift is headquartered in San Francisco, with offices around the globe. To learn more about Helpshift, visit helpshift.com and follow @helpshift on Twitter. Methodology Helpshift performed a survey between July 21-August 13, 2019 of 2,353 consumers across the United States, United Kingdom, Netherlands, Germany and France. Additionally, Helpshift aggregated and anonymized data from more than 75 million customer service tickets since November 2018 to contribute to these findings. MEDIA CONTACT:
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