Tech stack consolidation is backfiring on CX teams

Tool fatigue. Software sprawl. App switching. Technology burnout. These are terms we hear often in the world of customer support operations. According to Gartner, the average desk worker now uses 11 tools to complete their tasks — up from six in 2019. With burnout still rampant, many leaders are looking to tech consolidation as a way to reduce demands on their employees. In fact, our 2024 state of support tech report found that 34% of respondents see tech stack consolidation as a top priority in 2024. But is consolidating all your tools into one platform really the best solution? Here’s why tech consolidation might not be the magic bullet you think it is.

1. Compromised Support Quality

Ever heard the saying, "Jack of all trades, master of none"? When it comes to support tools, this holds true. Many platforms claim to be a one-stop shop, but in reality, no tool excels at everything. Your support team needs specialized solutions for scheduling, workforce management, ticketing, and communication. Opting for a comprehensive software solution often means settling for mediocre performance in several areas, which can frustrate your team and negatively impact the customer experience. Agents end up wasting time on inefficient processes instead of focusing on what truly matters: helping your customers.

2. Clunky Workflows

Let’s say you find a platform that seems to cover most of your needs. However, once implemented, you might realize it lacks essential features, forcing you to rely on spreadsheets or other manual workarounds. This defeats the purpose of streamlining your operations and can even subvert them. While 92% of executives say they’re satisfied with their company’s technology, only 68% of workers agree, often citing missing capabilities as a significant issue. Would you rather have one solution that does 60% of what you need, or several specialized tools that get the job done 100% effectively?

3. Higher Costs

At first glance, consolidating tech tools seems like a cost-saving measure. However, this isn’t always the case. Comprehensive platforms often require higher-tier subscriptions to access necessary features, and these costs can add up. For example, a solution that costs $115 per agent per month might total $20,700 annually for a 15-agent team. In contrast, a tailored tech stack with a ticketing system ($55 per agent/month), workforce management tool ($36 per agent/month), and internal chat app ($7.25 per agent/month) might only cost $1,474 per month, saving you over $3,000 annually. Plus, you ensure that your spend is fully utilized, unlike the 29% of SaaS investments that are often wasted on unused features.

The Better Approach

While tech consolidation might seem like a straightforward way to streamline operations and reduce costs, it can lead to more confusion, frustration, and expense. Instead, focus on your team’s specific needs and invest in the best-in-category solutions that address those requirements. Modern tools often integrate seamlessly, allowing you to enjoy the convenience of a consolidated system without compromising on quality.

In the end, combating tool fatigue isn’t about using less technology — it’s about using the right technology. When your tools are effective and efficient, it’s hard to get tired of them.

For a deeper dive into the hidden costs of tech stack consolidation, read the blog.