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Total Economic Impact Study Finds Kustomer's CX Platform Produces More than 400% ROINEW YORK, Aug. 3, 2021 /PRNewswire/ -- Kustomer, an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester's Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). This study was based on the experiences of an e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. By unifying and centralizing omnichannel CX operations, the interviewed organizations reduced their net cost of CRM tools by more than 40%, and increased agent efficiency and effectiveness by up to 30%. AI-driven workflows and intelligent chatbot improved handle times by 50% and reduced customer service operating costs by 88%, freeing up agents for more valuable tasks. "This Forrester analysis validates the essential role that centralized CX operations driven by intelligence and automation play in providing on-demand experiences at scale," said Brad Birnbaum, founder and CEO of Kustomer. "Exceptional customer service and automation are not mutually exclusive. Unified customer visibility coupled with AI-driven operations are key for delivering quick, easy, and personalized services customers demand. These findings, coupled with our recent Business Intelligence Group's Artificial Intelligence Excellence award, show that our investment in AI translates into meaningful gains for businesses and customers alike." TEI Study Findings Kustomer commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying its all-in-one, AI-powered customer service CRM platform. To better understand the benefits, costs, and risks organizations experience when switching to Kustomer, Forrester interviewed four customers with experience using Kustomer and aggregated the experiences of the interviewed customers and combined the results into a single composite organization. The study found a host of quantified benefits of using Kustomer, including:
Additionally, the study uncovered unquantified benefits including:
"Before switching to Kustomer, the businesses we work with struggled to provide a high level of service without a unified customer view, putting their brand's reputation and customer loyalty at serious risk," added Birnbaum. "Forrester's assessment of Kustomer's economic impact provides further proof that our easy-to-use CRM platform, fueled by intelligence and automation, creates a better experience for consumers while saving businesses valuable time and money." About Kustomer *Net Promoter and NPS are registered service marks, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Media Contact: View original content to download multimedia:https://www.prnewswire.com/news-releases/total-economic-impact-study-finds-kustomers-cx-platform-produces-more-than-400-roi-301347047.html SOURCE Kustomer |