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Optimizing the Client Experience

Optimizing Your Client Experience

Recently, StaffingHub published its report on the current state of client experience management. The report seeks to provide a snapshot of the current state of the client experience and how it can be improved upon in a future state.  

StaffingHub states, “To meet clients’ expectations, forward-thinking agencies are changing how they communicate. Our survey results show that staffing firms are moving toward new digital tools, such as client portals and self-service options. While only a minority of agencies currently use these technologies, a significant proportion plan to adopt them shortly. Five years from now, any agency that doesn’t use these technologies will likely find themselves unable to compete in an industry that has been completely digitally transformed.”

Optimizing Your Client Experience Management

The key takeaways from this latest report involve client communication, feedback, and client portals. Where client communication is concerned, did you know that nearly every department in a business communicates with clients, from HR to Legal to Marketing to Accounting, with the most significant percent of client communication coming from Sales? In addition, more and more clients are looking to use a self-service option for requesting candidates within a client portal. 

Just take a look at some of these notable statistics from the report: 

  • 63% of surveyed companies did not have a client portal. 
  • On average 31% of businesses receive feedback on a candidate submission within 2 days of reaching out
  • 76% of businesses are not using automation that provides a self-service process for clients to request candidates

In addition to these statistics, the report also provided a snapshot of some of the top pain points for clients in 2023. Here are there responses: 

  • Timely decisions
  • Budgets
  • Unrealistic compensation expectations
  • Streamlined and effective communication with candidates before they jump to a new opportunity
  • Quick response rate in the interview process

We recommend deep diving into the report to better position your business in 2023 and review the best practices for improving your client experience management. And while you’re here, don’t forget to view all of APC’s thought-leadership pieces, which cover a range of informational articles for both employers and professionals on topics like resume help, a study on the Great Resignationtop tech hiring trends this year, and more!

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