What will customer satisfaction look like in 2021?

Hi there,

Have customer expectations changed due to the pandemic, or has the pandemic simply accelerated forces at work to bring us to this new paradigm? Without the ability to understand what customers expect from their interactions with your business, it's highly unlikely that you'll be able to meet their expectations.

We surveyed 593 support leaders to find out how they're navigating the current landscape and dig into the emerging trends moving into the second half of the year. Of the many insights brought to light by this research, one was the increasing importance of being proactive in how we support customers in order to meet their rising expectations of excellent customer care.

Here are the five key findings from our research:

1. Customer expectations are rising, but only 42% are sure they are meeting them.
2. Budgets for support technology spend to rise in 55% of companies.
3. There's a big shift happening as support leaders move from a reactive to a proactive approach.
4. Support teams that use chatbots are 27% more likely to meet increasing customer expectations than those that aren't.
5. Measuring support teams' impact on ROI and retention will be a big focus for support leaders in 2021.

In our latest episode of the Scale podcast, Chief Data Scientist at Zuora Carl Gold discusses how more businesses are moving from legacy models to a subscription pricing model. Carl highlights how moving to a subscription business model has unique challenges, from the pricing model chosen to the increased importance of customer retention.

Stay nimble in these changing times,

Messaging apps that help you understand and talk to your customers.

Intercom | 55 2nd St. | San Francisco, CA 94105

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