We think it’s safe to say that no organization has made it through the peak of the pandemic easily. But COVID-19 Benchmark data tells us that some have managed to adapt to constant uncertainty and continue supporting their customers, even as the world keeps changing.
Long call queues. Frazzled customer service agents. Frustrated customers. When unexpectedly high call volume hits a company—especially smaller ones with fewer resources on hand—the effects can be far-reaching. From customer satisfaction rates dropping to an overall impact on the customer experience, high call volume can pose a significant challenge to contact centers scrambling to satisfy customer inquiries.
Here are the newest integrations from Zendesk to help your agents provide great customer experiences.
Research shows that companies that excel at customer experience have 1.5 times more engaged employees than companies with a record of poor customer experience. It’s also clear that companies who invest in employee experience can see a higher ROI than those who don’t. So what should you exactly do to keep your employees happy? You can start by automating some of your IT processes so that employees can self-serve themselves.
In the rush to invest in tools that provide more insights about the customer journey and help provide better customer experience, businesses may have overlooked another powerful tool for improving the customer experience—the employee experience also referred to as EX. Companies that actively work to engage their employees outperform their competitors by 147%.
If you’re using JumpCloud as your business’ directory-as-a-service (DaaS) solution to authenticate, authorize, and manage users, then it’s high time you made the whole process effortless for your employees. Why? Because many a time, businesses tend to invest more on the technologies that improve the customer experience and neglect to do the same for their employees.
Making a bad hire in any role brings a number of issues. Finding a replacement is expensive, and the quick turnover often lowers team morale. When hiring a customer success manager, making a poor choice is especially damaging. This position is critical for maintaining and nurturing long-term customer relationships. If you choose someone who is a poor fit, you're likely to see lower retention rates. In the long run, that means less revenue.
42 percent of people in the world have a smartphone, and 87 percent of smartphone owners use messaging. Let those numbers sink in for a minute... Customers overwhelmingly want to interact with businesses on the same messaging channels they use in their personal lives. Messaging already had the highest customer satisfaction score of any support channel before COVID-19, with a CSAT of 98 percent.
Do you believe your company understands the value of its customer experience (CX) programs? If not, you’re not alone. Despite the fact that CX is becoming a top business priority, 37 percent of CX professionals don’t agree with the statement “My company understands the role of CX and the value I bring.” What’s more, 24% of respondents identify “continuously proving value” as one of their top three on-the-job challenges.
Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them. But sometimes we get so caught up in the actions surrounding reports that we neglect to actually understand them. As a customer service professional, you have all sorts of data at your fingertips.
