Call centers lack resources to help remote workforce
A majority of businesses using remote workforce customer care options lack resources needed to maintain proper customer service levels, according to a study from DeviceBits. Sixty-four percent of companies have reported downsizing operations. When asked how they are maintaining customer service levels after downsizing staff, 56.7% said they needed to find ways to provide remote call center staff with knowledge they need to remotely answer customer question. An additional 78.3% said they were interested in amplifying online knowledge centers for more self-service answer centers for customers.
The survey also found that 43% of respondents said they were only somewhat satisfied with the way their online customer care options have helped their business, and 12% noted they weren’t receiving favorable responses from their current strategies or haven’t implemented online customer care at all. When asked which operations would benefit most from online customer care, 40% of businesses reported that sales would benefit the most, and another 20% said that payments would benefit the most.
The research was conducted the week of April 3, 2020.
Americans expect to reach breaking point soon
Kelton Global polled 1,895 U.S. adults to learn when they would reach their breaking point, defined as the point at which remaining at home starts to have a drastically negative effect. More than a quarter of those affected by stay-at-home orders report already reaching their breaking point, while nearly three-quarters expect to reach theirs five weeks from when the study was fielded on April 3-6, 2020, putting most Americans nearing their projected breaking point right about now. Twenty-nine percent of women had already reached their breaking point by early April vs. 20% of men. Younger generations are also more prone to reaching their limits sooner, with 35% of those aged 18-24 already coming to this point vs. 22% of those 45 and older. Additionally, this was true for 39% of those experiencing financial difficulties vs. 17% among the financially comfortable.
This increasing likelihood of Americans reaching their breaking point is accompanied by rising fears of formerly everyday activities. A large majority are now “extremely worried” about activities such as going on a flight (69%), going to a bar/restaurant (62%) or using a ride-share service (58%).
The research was conducted on April 3-6, 2020. Read more.
Working from home is the new norm
Research from Measure Protocol shows young adults (ages 18-39) in the U.S., Canada and the U.K. are feeling less productive in the new work-from-home reality. More than 50% of respondents indicated that either they or someone in their household was working or studying from home during the pandemic. Forty-two percent report decreased productivity. This age group is using a wide range of technology to stay connected, with a majority of respondents using WhatsApp (33%) and Zoom (32%) while working remotely.
Americans prepare for economic downturn
Logica Research’s Future of Money study takes a look at Americans’ financial behavior during the pandemic. Almost one-third (31%) of Americans report preparing for a recession, though fewer women (26%) than men (36%) are prepared. The top three ways Americans are preparing for a recession is by setting aside money (76%), eliminating expenses (52%) and looking for additional work (23%). They also are changing investments (20%), moving investments to cash (15%), seeking financial advice (13%), borrowing money from friends/family (6%) or applying for a loan (5%).
Just over half (54%) of Americans have enough income to cover their monthly expenses but the other half have just enough to cover their monthly expenses but nothing leftover (29%) or end up short (17%). Of those who end up short, they primarily go without (54%) or miss a bill or payment (44%), borrow (28%) or put expenses on credit cards (22%); 14% tap into savings. Not only do 17% of Americans end up short each month, but also one-in-five (20%) Americans don’t have enough savings to cover a month of expenses. More women than men do not have enough savings to cover a month of expenses (24% of women vs. 15% of men). One quarter (26%) of Americans say they are tapping into savings more now than they did before the coronavirus crisis started.
The research was conducted April 8-13, 2020. Read more.
Anxiety continues to rise across the globe
Research from Deloitte looks at consumer sentiment globally through its bi-weekly tracker of 13 countries and 1,000 consumers in each country. Global anxiety continues to rise, led by India at +41% and Japan with +39%. Across all the countries surveyed, 42% of respondents who still had a job were concerned about losing their jobs, led by respondents in Spain (62%), India (54%), and South Korea (51%). Respondents in Spain and India were also the most concerned about making upcoming payment, and respondents in India (66%) and China (59%) were the most likely to be delaying large purchases. Meanwhile, respondents in France and the Netherlands felt the most secure in their employment status, and respondents in the Netherlands and Japan were the least concerned about making upcoming payments. Across the countries surveyed, only 35% of respondents said that they feel safe going to the store, 25% said they feel safe staying in a hotel and only 22% said they feel safe taking a flight.
The research was conducted the week of April 13, 2020. Read more.
Grocery delivery brands see surge in social engagements
According to research from Talkwaker, big players among grocery delivery services have had more than 28,000% more social media engagement in a two-month period of time (March 1 - May 1) from the previous two months. The five major brands had 7 million engagements in that time period.
Overall, there have been 670,000 social media mentions of grocery deliveries in conjunction with five delivery services, the top two being Instacart (572,000 mentions) and Shipt (65,000) mentions, followed by Walmart, FreshDirect/Foodkick and Peapod. Among the top themes related to grocery delivery brands, the following are trending the most: delivery slots, contactless delivery, shortages, wrong orders and delays.
The research was conducted between January 1 and May 1, 2020.