Customer feedback analysis company Chattermill has released new research surveying over 300 global leaders in the customer experience and marketing space.
Chattermill offers a feedback analysis solution powered by AI and natural language processing. The offering includes omnichannel data capture, sentiment analysis and dashboards to power insights into customer feedback.
The new research looks ahead into customer support trends in 2022, with standout findings including the fact that 96.2% of those surveyed said customers are more likely to share positive or negative experiences now than in the past.
However, the report also found 88% believed their existing tech stack was holding them back when it came to providing customer support, either in the form of outdated tools or an overabundance of data.
"Getting Customer Support right has never been more important," Chattermill CEO Mikhail Dubov told us. "Customers demand more from brands than ever before and are more likely to publicly share their experiences when things go wrong. The data from our survey tells us that exceptional Customer Support leads to higher growth, higher customer satisfaction, and higher levels of customer loyalty."
Other findings included the fact that: