What about omnichannel?
While most startups recognize the need for robust customer service solutions, they don’t currently prioritize tools like omnichannel.
What startups look for in a CX tool
As they seek out customer service strategies, startups share what they're looking for.
Most startups, even early stage ones, realize the importance of having a customer service strategy in place. In a separate survey of startup founders and decision-makers, less than a third of respondents said they currently have a support solution, but almost half are actively looking for one.
Why add a customer service tool? The top reasons, according to startup leaders: increased inquiries from customers, rising costs (such as agent salaries and technology costs for existing support systems), or a new product launch. And most begin this process between six and twelve months after funding.
To the left: Startups shared that more cusotmer inquiries, higher CX costs, and new product/service launch were the top three triggers for a CX solution.
Even though startups recognize the need for a customer support strategy, many may not be prioritizing key features that set fast-growing startups apart.
In considering their customer service and engagement options, price and ease of use are top of mind. Features like omnichannel and self-service (key differentiators when looking at the behavior of fast and slower growth startups) ranked closer to the bottom, perhaps seen by respondents as expensive or even difficult. Lower rankings for tools that appear to be driving successful outcomes reveal possible opportunities for your startup to consider new options or rethink your approach.
To the right: CX features ranked as high and low priority for startups when evaluating customer support tools.