Results from a new Forrester Consulting Market Opportunity Snapshot commissioned by Simplr illustrate rising consumer expectations, with 81 per cent of brands confirming that customers expect faster resolutions than just two years ago. These same brands, however, are having difficulty meeting the challenge, with 30 per cent saying their strategies are effective at responding to customers in a timely fashion.
As a result, brands are paying a price: 39 per cent say not meeting those customer expectations results in lost revenue opportunities; 41 per cent do not have enough talented customer service staff; 40 per cent cannot effectively automate key customer service use cases; and 28 per cent believe the automation they use to interact with their customers is very effective and accurate.Results from a new Forrester Consulting study illustrate rising consumer expectations, with 81 per cent of brands confirming customers expect faster resolutions than just two years ago. These brands, however, are having difficulty meeting the challenge, with 30 per cent saying their strategies are effective at responding to customers in a timely fashion.#
"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, chief executive officer 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 are seeing strong return on investement," he said in a company press release.
The Forrester's Total Economic Impact Study, which modeled the business benefits of partnering with Simplr-based customer interviews, found brands partnering with Simplr saw a 178 per cent total return on investment in less than three months.
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