Businesses and consumers define good customer experience

BY Australian Retailers Association
05 October 2018

Recent LogMeIn’s 2018 AI Customer Experience Study shows business and consumer disparity

LogMeIn, Inc. released a new study designed to analyse the business impact and consumer attitudes of the current customer journey. The LogMeIn AI Customer Experience Study surveyed over 5,000 respondents comprised of both business leaders and consumers around the globe. The research revealed that over one-third of consumers were not impressed with their customer journey citing an average or poor experience with 83% of consumers citing that they had at least one issue while interacting with a brand.

The research also found that while retail and travel and hospitality industries lead the pack when it comes to good customer experience, only 58% of consumers rate their experience highly in each of these sectors.

Feeling that traditional customer engagement solutions aren’t meeting expectations, 61% of business respondents said they will allocate more budget to new solutions specifically designed for customer engagement over the next 12 months. In addition, 35% of businesses have already invested in emerging technologies like AI with another 53% planning to invest.

Companies anticipate these investments will increase customer satisfaction, resolve customer inquiries more quickly, be able to provide a more personalised experience and increase agent satisfaction levels. In addition, over 70% of consumers want brands to leverage technology to reduce time to resolution.

Today, only 32% of consumers believe they get the best results when interacting with a brand when an AI-powered chatbot is involved in some capacity – either as a self-service tool or to assist a human agent. And while there is a portion of consumers who are sceptical about chatbots, a majority (74%) see the benefits for customer service.

Businesses agree that chatbots can help deliver the faster resolutions for customers while also helping agents be more productive and effective. To date, customer service agents use an average of three different systems to service a customer and spend over half their time understanding basic facts like customer profile information and the nature of the inquiry.

Operating behind the scenes chatbots can gather this information in real-time – informing the agent of who they are talking to, their history with the brand, the potential problem the customer is having, and how to solve it. Having this information at the outset leaves agents more time to spend on resolving the issue.

LogMeIn, Inc. (Nasdaq:LOGM) is one of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. For more information visit logmein.com

 

 

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ABOUT THE AUTHOR

Australian Retailers Association

Founded in 1903, the Australian Retailers Association (ARA) is Australia’s largest retail association representing Australia’s $310 billion sector, which employs more than 1.2 million people. As the retail industry’s peak representative body, the ARA works to ensure retail success by informing, protecting, advocating, educating and saving money for its 7,500 independent and national retail members throughout Australia. For more information, visit www.retail.org.au or call 1300 368 041.

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