However, as Austin is quick to note, this is unsustainable – and can lead to future problems in the form of agent burnout, which negatively impacts both agent happiness and your customer’s experience.
Some of our all-star agents were working overtime to manage our email queue to ensure it never got out of control.” “As the influx of customer inquiries came in through our support channels, we needed a balanced amount of agents who could support it. “The most immediate change that took place due to the pandemic was the increased volume of customer or sales queries,” says Austin Guanzon, Overseas Manager and Product Specialist at Dialpad.
And most significantly, these limitations are having a negative impact on both agent happiness and customer experience. Managing this influx of customer conversations while still providing efficient, personalized customer experiences is a challenge – especially when 51% of support leaders say that their team has less bandwidth today than ever before. Not only that, but 49% say those interactions are highly complex, and 32% report that there have been more emotional customer support interactions. Over half (53%) of support teams have seen a meaningful increase in support queries since COVID-19 hit. Over the past year, many support teams have struggled with budget cuts, reduced headcount, and less bandwidth – while the volume and complexity of customer queries has only risen. Challenge #1: Limited team bandwidth, resources, and budget
#Challone forrester biz connect360 series
You can read the other posts in this series here. This is the second post in our series exploring the findings from Drive Conversational Experiences for a Future-Ready Customer Support Strategy, a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021. Sound familiar? Here are some of the most most urgent challenges we’ve identified from Forrester’s survey of over 500 global customer support decision makers – and what you need to do about them to stay competitive. And although 69% of respondents say that personalized support experiences are the key to building strong customer relationships, less than half believe that they can deliver those personalized support experiences at scale with their current tech stack. In a commissioned study by Forrester Consulting on behalf of Intercom undertaken in April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy, we learned that only 37% of support leaders and decision-makers are satisfied with their organization’s current digital channels and solutions. Delivering an exceptional customer experience is business-critical – and that means that there’s no going back to the outdated, inefficient customer support channels of old.Īccording to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges.Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever.The popularity of messaging channels is on the rise – messenger-based support is now the second most used support channel.As a result, we’ve seen some major, long-lasting changes to how businesses and consumers communicate and build relationships with one another: Īs brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Over the course of the past year, the customer support landscape has changed for good.
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