Buyer expertise know-how tendencies to regulate in 2022

Are you a small enterprise and presently exploring buyer expertise know-how? We not too long ago carried out a examine of each small and enormous firms that recognized buyer satisfaction as a high enterprise precedence throughout all industries. Right here’s what Metrigy’s 2022 State of Buyer Expertise Know-how report revealed about buyer satisfaction and its hyperlink to success for small companies (SMBs) with lower than 400 workers.

👀  How are companies presently utilizing buyer expertise know-how? Discover out in Metrigy’s 2022 State of Buyer Expertise Know-how report.

Companies are prioritizing the client expertise 

Let’s get actual. Small companies and enterprises function very otherwise, with completely different budgets, workforce sizes, and operational constructions. However buyer expertise know-how ranges the enjoying subject and turns into a typical issue for companies of all sizes. How so? Buyer expertise know-how has a direct influence on buyer satisfaction—and each enterprise cares about buyer satisfaction. 

That’s why, based on Metrigy’s 2022 State of Buyer Expertise Know-how report, 29.2% of respondents recognized buyer satisfaction as their high enterprise precedence and three-quarters of firms positioned buyer satisfaction of their high three. Buyer satisfaction even ranks above worker retention, income, safety, and product/service high quality.

And right here’s an actual eye-opener: Profitable companies are investing 92.2% extra in buyer expertise applied sciences than non-successful firms. 

Let’s learn that yet another time: Profitable companies are investing 92.2% extra in buyer expertise applied sciences than non-successful firms. You possibly can now not postpone investing in buyer expertise applied sciences. There’s an actual lesson right here!

Buyer satisfaction vs. agent productiveness

How do companies evaluate agent productiveness and buyer satisfaction? When requested which method is most necessary, analysis individuals overwhelmingly chosen bettering buyer satisfaction over agent productiveness (85.3%) quite than bettering agent productiveness over buyer satisfaction (14.7%). 

Small companies are barely extra prone to favor buyer satisfaction (85.7%) in comparison with their bigger counterparts with 400 or extra workers (84.9%). When you’re a small enterprise, this analysis additional proves why it’s crucial to leverage buyer expertise know-how to remain forward of the curve and strengthen your popularity with prospects.

Buyer expertise: the best way to your prospects’ hearts

Advantages of buyer expertise know-how

Each time what you are promoting is deploying new functions, platforms, or companies—or whenever you change suppliers—it’s necessary to measure before-and-after success. 

In line with Metrigy’s analysis, companies that added a contact middle platform or modified to a special supplier confirmed the next success:

  • 18% enchancment in income
  • 10.7% discount in operational prices
  • 16.8% enchancment in buyer rankings
  • 17.6% enhance in agent productiveness

Implementing a contact middle platform is among the only methods you possibly can quantify your buyer satisfaction success. Not solely do you give your prospects an environment friendly and versatile approach to contact what you are promoting, however you additionally get detailed analytics and suggestions that may enable you enhance the client expertise.

The advantages don’t cease there. By switching to a cloud-based contact middle platform, you’ll additionally save money since you gained’t have to fret about managing an on-premises infrastructure. For instance, a hybrid contact middle as a service prices $1,356 per agent per yr. In distinction, an on-premises contact middle prices $2,104 per agent per yr. 

How one IT firm supplies stellar buyer expertise, each time

Omnichannel is vital

A digital-first technique provides your prospects a wide range of methods to contact you by way of digital channels like e mail and dwell chat. That is key for small companies. The truth is, 26.4% of small companies have already got a digital-first technique in place and 38.8% are both evaluating or planning on making digital-first a technique for 2023 or past.

In our analysis, 63% of respondents ranked cellphone calls as both their first or second channel choice for buyer help. It’s clear that digital channels are gaining in reputation as effectively, with 39% preferring on-line chat or prompt messaging, 33% preferring e mail, 17% preferring on-line FAQs, and 12% preferring movies on YouTube or Twitter.

RingCentral Customer Communications Review Report digital channel survey results

The important thing to success with a digital-first technique is to offer an omnichannel expertise. Because of this prospects ought to have the flexibility to contact what you are promoting on their most well-liked channel of alternative, whether or not it’s via cellphone calls, SMS, messaging, video calls, social media, dwell chat, e mail, and extra.

Omnichannel experiences are necessary for 2 causes: first, as a result of it’s what prospects anticipate, and second, as a result of it results in higher enterprise outcomes. The truth is, companies that present an omnichannel expertise see a 15 to twenty% enhance in buyer satisfaction.

Right here’s an attention-grabbing reality: Omnichannel adoption rose in 2021 to 34%, and in 2022 adoption is projected to be 49%. Leaders should prioritize omnichannel adoption. Curiously sufficient, small companies are 25% much less seemingly to make use of omnichannel, so it’s much more essential for them to prioritize adoption.

Metrigy’s 2022 State of Customer Experience Technology report omnichannel adoption

Analytics is entrance and middle

As digital-first methods develop, it turns into more and more tough to measure buyer satisfaction. That is the place analytics is available in. Analytics will help you perceive what’s working and what’s not by offering insights into agent productiveness and buyer conduct. 

For instance:

  • 32.5% use agent analytics to guage and enhance efficiency
  • 29.5% use predictive analytics to anticipate buyer wants or behaviors
  • 30.4% correlate outcomes from buyer suggestions surveys with worker efficiency

Let’s not neglect: It’s not sufficient to only monitor the information—it’s a must to act on it. Solely 26.2% of firms truly do that. Companies should reap the benefits of analytics to not solely measure their buyer expertise technique, but additionally assess in actual time when to course appropriate. 

Shockingly, solely 37.2% of small companies have adopted an analytics platform. This leaves an enormous alternative for small companies to remain forward of the curve with reporting and analytics to enhance their buyer expertise.

Begin pairing superior analytics together with your contact middle platform to extend your income, enhance customer support, and drive agent productiveness.

Business woman on mobile phone powering customer experience

Energy your buyer expertise with RingCentral

The way forward for buyer expertise know-how

As you consider what you are promoting technique, think about investing extra into buyer expertise know-how. The best buyer expertise know-how will be your differentiating think about successful over prospects.  

As we transfer ahead, we anticipate to see extra small companies embrace digital-first methods, undertake cloud-based options, and use analytics to drive decision-making. 

We additionally anticipate buyer expectations to proceed to rise. To fulfill these expectations, small companies might want to put money into buyer expertise know-how that may assist them ship the absolute best buyer expertise.

Let RingCentral enable you take your buyer expertise to the subsequent degree.

Final Modified Jun 16, 2022

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