Kustomer Releases New Report On The Growing Need For Efficiency In Customer Service Across Wide Range Of Industries
NEW YORK, June 30, 2020 /PRNewswire/ -- Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, today announced new data on the state of the customer service industry which underscores the need for greater efficiency, particularly in today's rapidly shifting business environment. 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 greater need for efficiency than a year ago.
"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."
Key Survey Findings
Our "Special Report: The Efficiency Mandate in Customer Service" can be accessed here.
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