Eighty-nine percent of employees say broken communications workflow
impacts customer satisfaction and the bottom line
BELMONT, Calif.–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/RingCentral?src=hash” target=”_blank”gt;#RingCentrallt;/agt;–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 to collaborate 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.
Customers don’t tolerate poor service
In an increasingly digital world, customers expect to connect with
companies over the channels of their choice — and lose patience
if issues are not resolved quickly.
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.
The employee and customer engagement equation
Employees seek to ease communication with colleagues and resolve
customer issues swiftly, and customers seek rapid resolution on the
channel of their choice. An integrated communications platform delivers
this seamless experience, improving both employee and customer
engagement and increasing the bottom line.
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.
“Delivering the experience customers demand today requires addressing
the friction that results from fragmented employee and customer
communications across various channels,” said Kira Makagon, EVP of
innovation, RingCentral. “Technology has a vital role to play in
breaking down these communication workflow silos. This survey confirms
that employee engagement has a direct impact on customer engagement —
and drastically boosts customer retention and business profitability.”
To learn more about this and other findings on AI, team messaging and
video meetings, read the full report here.
Overcoming the Digital Disconnect: How Disjointed Communications
Technologies Are Letting Customers Down — and How to Solve It is
based on a survey of 2,000 customer-facing knowledge workers and
customer support employees in the US, UK, and Australia, conducted by CITE
Research on behalf of RingCentral.
RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise
cloud communications, collaboration, and contact center solutions. More
flexible and cost-effective than legacy on-premises systems, RingCentral
empowers modern mobile and distributed workforces to communicate,
collaborate, and connect from any location, on any device, and via any
mode. RingCentral provides unified voice, video meetings, team
messaging, digital customer engagement, and integrated contact center
solutions for enterprises globally. RingCentral’s open platform
integrates with leading business apps and enables customers to easily
customize business workflows. RingCentral is headquartered in Belmont,
California, and has offices around the world.
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