Global Study Reveals Rising Customer Expectations are Outpacing Adoption of AI Tools that Drive Efficiency and Improve Customer Experience

LogMeIn 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.

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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.

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“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 Employees want to step up but are hampered by mediocre training and outdated, inefficient tools.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.”

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