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Survey Shows Disjointed Communications Technologies Fail Customers
26 Feb, 2019
Eighty-nine percent of employees say broken communications workflow impacts customer satisfaction and the bottom line
RingCentral, Inc. (NYSE: RNG), a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, today released a new report, Overcoming the Digital Disconnect: How Disjointed Communications Technologies Are Letting Customers Down — and How to Solve It . Based on a global survey of 2,000 customer-facing employees by CITE Research, the report reveals a direct connection between employee and customer engagement. The data shows that disjointed communications technologies not only harm employee productivity and morale, but also hurt customer satisfaction and the bottom line. Companies today collect and manage more customer data than ever before across a wide array of channels, yet skyrocketing customer expectations demand swift issue resolution. The research indicates that due to disjointed communications technologies, consumers have poor customer service experiences. This results in customers dropping four brands per year on average. The research also reveals that employee and customer engagement are closely linked — and therein lies the solution. Ninety-one percent of employees believe a seamless platform that lets them navigate between all the ways they communicate and collaborate with coworkers and customers would make customers happier, which in turn would drive greater employee job satisfaction and happiness. “For too long, enterprises have approached employee engagement and customer engagement in two separate silos – but they are inextricably linked,” said Nicole France, vice president and principal analyst, Constellation Research. “Communications technology has tremendous potential to bridge internal workflow silos, improve customer-facing employee productivity, and increase overall customer satisfaction. But to achieve this, enterprises need tools that consolidate customer communications across multiple channels and at the same time seamlessly facilitate internal employee collaboration.” Disjointed communications workflow hurts the company bottom line Managing siloed customer data has created friction: complex workflows and disjointed communications technologies frustrate employees, hurting their ability to serve customers, impacting professional and personal relationships, and ultimately, affecting the company bottom line.- Seventy-five percent of customer-facing employees say they can’t effectively service customers due to disjointed communications technologies making it difficult tocollaborate with coworkers, hindering productivity, and making them unhappy at work.
- It doesn’t end at the office — 50 percent of employees say they take this frustration home and are more likely to be rude to their family and friends.
- Gen Z and millennials cut ties after a poor customer service experience more than five times in a year.
- Were you even listening? Eighty-eight percent of customers hate having to repeat themselves via multiple different channels.
- 75 percent of customers would rather do household chores than communicate with an ineffective chatbot.
- Ninety-two percent of employees say an integrated communications platform would enhance both the employee and customer experience, and improve customer satisfaction scores.
- Eighty-six percent of employees agree that a seamless communications platform would increase company profitability and 83 percent of employees would stay longer with a company.
