Tag: zendesk

4 ways Zendesk can make your life easier ASAP

Keeping up with customer expectations is vital to your business — and that means your support operations need to be nimble. Does your support software allow your team to easily add new channels? Or enable your agents to easily switch between channels keeping customer context? If not, it might be time to consider a switch. Here are four ways Zendesk can help you deliver great customer service (and make your life easier). 1. Zendesk is easy to set up and customize Zendesk can be set up quickly. It takes days — not months — to get up and running....

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8 Questions CX leaders must answer before creating a customer experience map

This planning guide will help you create a CX map that gives your team the insights they need to deliver excellent customer experiences. Today’s customer experience (CX) leaders too often rush into the customer experience map-making process before answering some fundamental questions. The result: massive misperceptions that lead to poor communication and misguided assumptions about your customers’ experiences. We’re not talking about a harmless misunderstanding: an Acquia study reports that 90% of customers say most brands fail to meet their expectations when it comes to delivering good customer experience. Meanwhile, 82% of marketers believe they’re hitting the mark. Anyone who seeks...

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What is a help desk? Why is a help desk important?

What is a help desk? Why is a help desk important? What is the best help desk software? Your help desk questions, answered. Whether you’re an employee struggling to connect to the company VPN or a customer troubleshooting a product bug, there’s nothing more frustrating than not being able to get help from a business when you need it. In a time-challenged world, both customers and employees expect seamless support experiences that make them feel valued. A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. But success requires more than simply having a help...

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How to immediately improve your customer experience in 5 simple ways

Experts share the CX strategies that make a real difference. A lot of companies react to growth pressures by trimming their customer support budget. That may provide some quick breathing room, but it’s not a prudent long-term solution. After all, it’s cheaper to retain a customer than to acquire a new one. And when we polled consumers on what factors inspire the most brand loyalty, 57% cited good customer service, making it second only to price. Luckily, there are ways to invest in better customer service without ballooning the budget. Simple changes and small initiatives can have an outsized impact on the...

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Improve customer loyalty and retention by focusing on relationships

Lasting loyalty can’t be bought—it has to be earned. Find out how it’s done. Customer loyalty vs. customer retention: What’s the difference? Customer retention means that a customer buys from you, but they don’t necessarily have a strong affinity for your brand. Customer loyalty means that a customer prefers your company, and if given the choice, they would choose your brand over another. How to increase customer retention Once you’ve gained a new customer, you need to convince them to stick around. Show them you’re committed to providing a good experience, and of course, being good humans. Here are a few ways...

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When does a business need an omnichannel customer service strategy?

It’s not difficult to imagine why customers and businesses would be interested in having seamless conversations across channels, but it’s perhaps less obvious why they would proactively move a conversation from, say, Facebook Messenger to their own mobile app, or from their website to WhatsApp. Here are a few scenarios where changing channels might come in handy: 01 When businesses want to authenticate customers to perform sensitive operations Consumer chat apps like Facebook Messenger and WhatsApp are great because they’re so accessible, but sometimes brands need to have private conversations with their customers. Let’s say you’re a bank or insurance...

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5 signs it’s time to consider an omnichannel solution

5 signs it’s time to consider an omnichannel solution If any of these scenarios sound familiar, it may be time to consider a more robust solution for your customer service. 01 Your customer experience is inconsistent across channels A customer who reaches out on social media should get the same great service as a customer who sends you an email. Being accessible builds trust and increases customer loyalty. Omnichannel allows you to provide a consistent, seamless experience on any channel, not just the channels that get the most volume. 02 Agents are switching between solutions Managing multiple systems is one of...

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What omnichannel customer service really means?

Learn how omnichannel differs from multichannel and what a good omnichannel experience looks like. High performing teams are more than twice as likely as underperforming teams to be taking an omnichannel customer service approach, according to Zendesk’s Customer Experience Trends Report, 2020. Yet Zendesk findings also revealed that only 35 % of Benchmark companies have an omnichannel strategy in place. This gap represents a sweet spot where businesses can rise above their competition and differentiate on the basis of customer experience. Success starts with understanding how omnichannel differs from multichannel—and why that matters. It also requires a business to determine...

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