{"id":39899,"date":"2021-08-05T11:08:30","date_gmt":"2021-08-05T10:08:30","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=39899"},"modified":"2021-08-05T11:10:55","modified_gmt":"2021-08-05T10:10:55","slug":"kustomers-cx-platform-produces-more-than-400-roi","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/kustomers-cx-platform-produces-more-than-400-roi\/","title":{"rendered":"Kustomer&#8217;s\u00a0CX Platform Produces Over 400% ROI\u00a0"},"content":{"rendered":"<p><span data-contrast=\"none\">Kustomer<\/span><span data-contrast=\"none\"> has released findings from Forrester&#8217;s Total Economic Impact study that found organisations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">This study was based on the experiences of an e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to\u00a0Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved\u00a0NPS.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">By unifying and centralising omni-channel CX operations, the interviewed organisations reduced their net cost of CRM tools by more than 40%, and increased agent efficiency and effectiveness by up to 30%. AI-driven workflows and intelligent chatbot improved handle times by 50% and reduced customer service operating costs by 88%, freeing up agents for more valuable tasks.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Brad Birnbaum, founder and CEO of Kustomer,<\/strong> said: &#8220;This Forrester analysis validates the essential role that centralised CX operations driven by intelligence and automation play in providing on-demand experiences at scale.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"none\">&#8220;Exceptional customer service and automation are not mutually exclusive. Unified customer visibility coupled with AI-driven operations are key for delivering quick, easy, and personalised services customers demand. These findings, coupled with our recent Business Intelligence Group&#8217;s Artificial Intelligence Excellence award, show that our investment in AI translates into meaningful gains for businesses and customers alike.&#8221;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"none\">Kustomer commissioned Forrester Consulting to conduct a Total Economic Impact&#x2122; (TEI) study and examine the potential return on investment (ROI) enterprises may realise by deploying its<\/span><span data-contrast=\"auto\">\u00a0all-in-one, AI-powered customer service CRM platform.\u00a0<\/span><span data-contrast=\"none\">The study found a host of quantified benefits of using\u00a0Kustomer, including:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Reduced net cost of CRM tool by 40%:\u00a0<\/span><\/b><span data-contrast=\"none\">Kustomer\u00a0eliminated the need for multiple platforms and expensive consultants to deploy, manage and deliver support, delivering an average net price savings of 40%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Increased agent efficiency and effectiveness by up to 30% with workflow automation:\u00a0<\/span><\/b><span data-contrast=\"none\">A unified customer view and customisable AI-driven workflows based on real-time customer data allowed organisations to automate repetitive processes, manual tasks, and routine customer-agent dialogue flows, which drove a 20%-30% boost in agent efficiency<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Reduced service costs by 88%:\u00a0<\/span><\/b><span data-contrast=\"none\">CRM-powered chatbots enabled personalised end-to-end service automation, reducing the number of conversations sent to agents and resulting in an 88% reduction in service costs<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Increased agent productivity by 50%:\u00a0<\/span><\/b><span data-contrast=\"none\">Leveraging Kustomer&#8217;s AI-powered chatbots to detect intent, determine next action, collect information, and trigger relevant workflows, organisations eliminated the overhead associated with manual triage and increased agent productivity by 50%<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Additionally, the study uncovered unquantified benefits including:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Improved effectiveness of social media channels:<\/span><\/b><span data-contrast=\"none\"> Using Kustomer&#8217;s integrated customer service CRM, organizations were able to extend social channels beyond marketing and brand awareness to customer service and engagement. Businesses were able to leverage social channels to\u00a0 follow up on customer inquiries, prioritise influential accounts, improve purchase afterglow, and manage multiple brands from\u00a0 one centralized location<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Reduced training time for agents:\u00a0<\/span><\/b><span data-contrast=\"none\">Unified customer visibility and centralised customer service operations eliminated the need to train agents on multiple platforms, making onboarding new support agents faster and easier<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"7\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Operational flexibility:<\/span><\/b><span data-contrast=\"none\">\u00a0Kustomer\u00a0enabled the responsive and flexible allocation of customer service agents, depending on business needs<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Birnbaum\u00a0added:\u00a0&#8220;Before switching to\u00a0Kustomer, the businesses we work with struggled to provide a high level of service without a unified customer view, putting their brand&#8217;s reputation and customer loyalty at serious risk.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">\u201cForrester&#8217;s assessment of Kustomer&#8217;s economic impact provides further proof that our easy-to-use CRM platform, fuelled by intelligence and automation, creates a better experience for consumers while saving businesses valuable time and money.&#8221;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Kustomer has released findings from Forrester&#8217;s Total Economic Impact study that found organisations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). \u00a0 This study was based on the experiences of an e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to\u00a0Kustomer, benefited from significantly lower CRM [&hellip;]<\/p>\n","protected":false},"author":4042,"featured_media":39900,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-39899","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-customer-engagement-platform","editorial_type-interview"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Kustomer&#039;s\u00a0CX Platform Produces Over 400% ROI\u00a0 - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; 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