We thought we would make available the CX trends research conducted by Zendesk to offer insights and right thinking for your customer service.
After nearly two years of adapting, transforming and responding to unprecedented change, companies are looking to the future with a focus on growth.
In order to build a stronger and more successful business in this new environment, you need to think above all about your customers. Customer Service has become a key differentiator among companies, a key aspect for customers and a real driver of profits.
For both established companies and those just starting to grow, the efficiency of the team dedicated to resolving tickets revolving around returns, information, orders, and service helps attract business, build customer loyalty, and increase sales.
Given what is at stake, customers and corporate leadership increasingly expect more from the team that manages these services.
Winning customers can help companies stand out and even begin to grow, but inefficient workflows and overburdened agents are just some of the factors that can undermine long-term success.
To promote meaningful change throughout the organization, leaders must invest in customer service at all levels. And now is precisely the time to start making changes that, however difficult, are really needed in tools, processes, and mindsets.
Why? Research shows that customers are increasingly reluctant to give a second chance if their expectations are not met.
We cannot overemphasize the importance of the role of Customer Service going forward.
To help companies avoid common pitfalls and realize opportunities for business and profit growth, Zendesk surveyed customers, agents, customer service leaders and business leaders from 21 countries, collecting data from the nearly 97,500 Zendesk customers worldwide participating in the benchmark program.