As support teams look to 2021, there’s no shortage of urgencies to juggle – from team efficiency, to customer experience, to business impact. Let’s deal with it!
The number of items on the plate continues to increase. Customer expectations continue to rise while all parts of the business are dealing with increased pressure to operate with greater efficiency and at lower cost. 2020’s COVID issues have only upped the stakes! It has never been more important for the teams to demonstrate just how much of a value driver they are.
To discover more about how current care leaders are navigating the current landscape, here is a blog repost of a survey that has been participated by a number of support managers across both B2B and B2C industries like finance, retail, healthcare, and technology. The survey looked to discover leaders’ top challenges, key initiatives, and opportunities to deliver even greater value to their customers and the business in 2021.
What emerged is a wealth of information that we feel like is the beginnings of a playbook for care support.
In 2021, 56% of care support leaders are increasing their overall spend on technology to help scale their efforts. The majority wants to move to a proactive approach, and 50% are increasing their investment in automation. There’s even a grander focus on ROI, and nearly everyone is planning to measure their team’s impact on customer retention.
Customer expectations are rising so catch up all your Care Teams
It absolutely no surprise that customer expectations are higher than ever. As consumers ourselves, we all know just how high our expectations can get! We demand quick, personal support, 24/7.
But here’s the rub. While 75% of Care support leaders say that customer expectations for their team are increasing, less than half are sure they’re actually meeting those expectations
Technology drives the playbook in 2021
While customer expectations are rising, budgets are dramatically shrinking. With more than half of companies planning to reduce the size of their team as a result of the current economic downturn, care support leaders are turning to technology, instead of headcount, to scale their efforts. In fact, 58% of Care Support leaders plan to increase spending on technology in 2021.
Proactive Support will gain momentum in 2021
Today Care Support leaders are beginning to invest in a different approach, proactive support. Our research shows 80% of Care Support leaders want to move from a reactive to a proactive approach. For enterprises size organizations are 50% more likely to make that transition.
Proactive support empowers businesses to get ahead of known customer questions and issues before they arise. For companies with thousands upon thousands of customers, it’s the antidote to 48+hour turn times, unending ticket backlogs, and agent burnout.
Chatbots, for customers and agents
When customers do need to reach out, chatbots are powering faster resolutions to their queries while simultaneously reducing overhead for frontline agents. Modern chatbots can triage issues, route customers, and even answer routine questions, all on their own. It’s crazy how quick these small things make big impacts.
Companies who use chatbots are 65% more likely to report a definite improvement in their resolution times and 33% more likely to report a definite improvement in customer satisfaction scores. What’s more, Care Support teams who use chatbots are 27% more likely to meet increasing customer expectations.
ROI, yes ROI in 2021
Today the leading metric for Care Support teams is customer satisfaction. Nearly 25% of Care Support leaders say this is the metric they track most closely. Measuring customer satisfaction enables businesses to know just how successfully they are meeting customer expectations. It’s also a crucial leading indicator of future churn and retention.
What customer satisfaction is not is a measure of ROI. When it comes to the bottom line, customer satisfaction hasn’t been able to tell us in dollars how many customers your agents helped retain or grow.
Simply put: good care support is good business