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In New Independent Research Study 81% of Brands Say Customers Expect Faster Customer Service Resolutions Than Just 2 Years AgoSAN FRANCISCO, March 3, 2021 /PRNewswire/ -- Results from a new Forrester Consulting Market Opportunity Snapshot commissioned by Simplr® illustrate rising consumer expectations, with 81% of brands confirming that customers expect faster resolutions than just two years ago. These same brands, however, are having difficulty meeting the challenge, with less than a third (30%) saying their customer service strategies are very effective at responding to customers in a timely fashion. As a result, brands are paying a price: 39% say not meeting those customer expectations results in lost revenue opportunities. 39% of brands say not meeting those customer expectations results in lost revenue opportunities. Additional findings from the brands surveyed:
"This Forrester study brings into sharp focus just how hard it is for brands to meet the expectations of today's NOW Customers, who are always online and always seeking in-the-moment customer service," said Eng Tan, CEO and founder of Simplr, a human-first, machine-enabled customer experience solution. "Traditional contact centers haven't innovated their technology and staffing models, leaving brands in the unfortunate position of providing outmoded, outmatched customer experience. We designed Simplr's CX solution to bridge that innovation gap in customer service delivery and are gratified to see in the Forrester Consulting Total Economic Impact™ Study that the brands we serve re seeing strong ROI." Forrester's Total Economic Impact Study
One Simplr customer interviewed for the report said in reference to their customer resolutions: "We went from 64 hours to down below 0.1 or 0.2 hours for two of our brands, which is incredible. ... In periods of higher volume, we would probably need to triple the size of our team or more to be able to get that 0.1." Improved productivity of customer support managers Since companies can activate Simplr support with minimal notice, the time customer support managers spend forecasting, recruiting, and other staffing activities for internal teams decreased. This benefit totals $247,317 for the composite organization. Other findings:
Additional benefits
About the Forrester Market Opportunity Snapshot About the Forrester Consulting Total Economic Impact Study *At the composite organization in Forrester's three-year analysis, internal agents convert 11.1% of inquiries into sales while Simplr Specialists convert 16.0%, for an incremental conversion rate of 4.9%, representing a 44% increase. Forrester modeled this benefit based on the experience of an apparel company. Forrester interviewed four customers with experience using Simplr, aggregated their experiences, and combined the results into a single composite organization. The companies represented footwear, apparel, and quick-service restaurants. About Simplr View original content to download multimedia:http://www.prnewswire.com/news-releases/in-new-independent-research-study-81-of-brands-say-customers-expect-faster-customer-service-resolutions-than-just-2-years-ago-301239983.html SOURCE Simplr |