LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations
November 19 2019 - 9:00AM
LogMeIn (Nasdaq: LOGM) today announced the results of a global
study conducted in partnership with Ovum to understand how support
agents are faring in the age of ever-rising consumer expectations.
The findings reveal that the vast majority of surveyed agents
believe that the technology tools provided to customer-facing
employees are not evolving as quickly as their needs are.
Today’s customers expect agents to have increasingly detailed
knowledge of products, services, and company policies so they can
achieve first contact resolution (FCR). However, the reality is
that only 35% of agents say this is possible, as the majority (57%)
do not have any AI tools, and more than half (53%) do not use a
knowledge base.
The study surveyed 750 customer-facing employees, customer
experience (CX) managers, and content managers in seven countries
across North America, EMEA and APAC, and found that agents in
physical locations are worse off than their counterparts in contact
centers. Only 30% of field agents have AI tools compared to 44% in
contact centers, and the unpleasant result for customers is that
20% of interactions require a call-back and 13% get
transferred.
“We know that there is a direct correlation between agent
frustration and customer discontent, and 85% of customer-facing
employees expressed a very high degree of frustration because they
can’t meet customer expectations,” said Ken Landoline, Principal
Analyst, Ovum. “As the study highlights, all customer support
employees need to be better equipped to meet rapidly growing
customer expectations. Employees want to step up but are hampered
by mediocre training and outdated, inefficient tools. Clearly this
needs to change, or customer loyalty and revenue will ultimately
suffer.”
AI’s Untapped PotentialAI-powered knowledge
management tools offer a powerful solution to customer-facing
employees working inside or outside of the contact center who need
instant access to company information, and 56% of surveyed
knowledge base users are either extremely or very satisfied with
them. Knowledge bases reduce the amount of time it takes to find
information (66% think they are easy to search) and serve as a
single source of truth for employees across teams and departments.
LogMeIn, who commissioned the study with Ovum, is already working
closely with companies to help reduce internal escalations by up to
30% with Bold360’s Advise solution, which leverages AI-powered
knowledge management.
AI deployments for customer service and support also go beyond
knowledge management. The majority are for automating routine tasks
(60%) and assisting agents in real time (50%), followed by AI for
customer journey mapping. Seventy-five percent of agents have a
feedback system in place to advise management of issues they are
facing during the course of their workday, and one-third utilize
automatic pop-ups that recommend helpful next-best actions.
Yet, AI adoption is still in early stages. The majority of
managers who participated in the survey are still formulating their
AI strategy (38%) or only have an early-phase strategy in place
(28%). The dominant approach to implementation is to put ad hoc
point solutions in place for a few selected use cases (44%).
“A lack of tools for customer service agents creates a vicious
circle: staff can’t meet customer expectations which creates
employee frustration, turnover, and of course, a poor customer
experience,” said Ryan Lester, Senior Director of Customer
Engagement Technologies at LogMeIn. “Even though powerful
technologies like AI-based knowledge management tools can reverse
the trend, adoption is slow and it’s hurting these organizations.
Poor customer experiences have a negative impact on sales and
repeat business, so this is a pressing issue that businesses need
to address at the highest levels.”
Additional Resources:
- Full Study: Empowering Your Frontline Employee and Agents
- Blog: Empowering Your Frontline Employees to Keep Up Customer
Expectations
- Webinar: Empowering Front-line Employees: Taking a Modern
Approach to Customer Experience
About LogMeIn’s Customer Engagement & Support
PortfolioLogMeIn delivers industry leading solutions
designed to empower companies to deliver smarter, more personalized
customer engagement and support. Supporting over 1 billion customer
interactions every year, LogMeIn is helping companies transform how
they interact with their customers in real-time, creating
experiences that drive increased satisfaction and brand
loyalty.
About LogMeIn, Inc.LogMeIn, Inc. (Nasdaq: LOGM)
simplifies how people connect with each other and the world around
them to drive meaningful interactions, deepen relationships, and
create better outcomes for individuals and businesses. One of the
world’s top 10 public SaaS companies, and a market leader
in unified communication & collaboration,
identity & access management, and customer engagement
& support solutions, LogMeIn has millions of customers spanning
virtually every country across the globe. LogMeIn is headquartered
in Boston with additional locations in North America, South
America, Europe, Asia and Australia.
Media Contact: Martha De Labbey
press@logmein.com617-279-2443
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