Comprehensive software reviews to make better IT decisions
CRM Users Are Not Happy With What AI Provides: They Want More Out of It
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Freshworks commissioned Dynata, a data research firm, to survey 501 CRM users. Based on the results, only 11% of the users believe that AI facilitates focusing on “high-value customers.” About 97% of the respondents say that AI is expensive, while only 36% of the CRM users believe that the high value of AI is worth the investment.
Almost half of the respondents could not identify how AI can help CRM. Based on the survey, 31% of CRM users do not trust AI to be helpful, 37% trust it a little, and only 9% trust it completely. Moreover, the survey reveals that 56% of the survey participants believe they would rely on their experience rather than AI when they need to manage their customer relationships. Despite this low satisfaction rate, 75% of the respondents are willing to switch to another CRM solution if they get access to AI capabilities.
The research shows that AI has been failing to provide real value to CRM users and they want more out of it. This has resulted in high levels of dissatisfaction. Most of these users are willing to switch to other platforms if they can get more benefits from AI.
AI needs to do something more than automations to increase its value. Meaningful recommendations, as well as automatic calculations and ratings of material such as sophisticated responses in essays, algebraic equations, and spoken responses, are some features that AI can add to attract many more customers.
Want to Know More?
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
A great relationship with your software provider delivers both value and immediate results. These key tips will help you make the best of your partnership.
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
An enterprise application selection or implementation has most likely been heavily impacted by COVID-19. Do not hit the brakes; stopping and restarting projects increases the risk of failure. Slow down or speed up? Which is the right strategy for your organization?
After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.
While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.
SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.