service on-demand infographic
TRANSCRIPT
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to understand how companies are preparing for on-demand customer service
On-demand customer service will separate successful firms from failing ones (66%) How are you preparing for the transition?
Benefits beyond cost reductionExpected benefits of on-demand customer service
Eager buyers, reluctant sellers
Barriers to adoptionLeading barriers to adoption of
on-demand customer service
Max Loosen, founder and CEO of Sendhelper La
ck o
f sk
ills
am
ong s
taff
Lack
of on-d
eman
d p
roduct
s or se
rvic
es (
buye
rs)
Com
plian
ce c
once
rns
(buye
rs)
Man
agin
g e
ngag
emen
t w
ith t
he
cust
om
er
Qual
ity
man
agem
ent
of on-d
eman
d s
ervi
ce p
rovi
der
s
27%
25% 25%24%
23%
Many telecom operators know
thatthey have to transform their
customer service and need new ideas
where they can be more efficient
Christian Viatte,CEO of Mila
On-demand is key
for success:
Buyers
58%Buyers
66%Sellers
35%Sellers
44%
New market entrants
are definitely where disruptive
innovations come from an
overwhelming majority of time.
Start-ups are usedto taking risks.
Improvedcustomer satisfaction
43%
Bettercompetitivepositioning
27%
Improvedcustomer retention
32%
Reducedoperating costs
23%
Better suited tomillennials
64%It’s not just about cost saving.
Everybody wants to differentiatewith customer service. What you gain
[from an on-demand model] is abetter customer experience maybe at
the same cost or, in some cases,a lower one.
Next steps for on-demand leadersEmbrace disruption On-demand customer service can bring a better customer experience with cost savings—the products aren’t available yet, but be ready when they are
Train people An on-demand customer service model will require a change in processes and technologies—staff will need to be trained to manage these changes
Improve technology Investment in new cutting edge technologies such as big data and AI will be needed to transition to an on-demand model
Customer service is ripe
for disruption:
Benefits of on-demand
outweigh the pain of change:
Buyers
67%Buyers
68%Sellers
35%Sellers
45%
We are monitoring
the competition:
82% expect on demand customer service to
be available in their industry in the next 3 years
80% of customer service buyers would invest
in on-demand customer service