Teams | Collaboration | Customer Service | Project Management

Here are the newest integrations from Zendesk to help your agents provide great customer experiences.

Personal finance is so important to consumers that more than a third of Americans review their checking account balance daily. Meanwhile, the rise in popularity of financial technology solutions, (fintech), means that more people than ever can make life-changing money moves with a tiny computer in their pockets. In fact, Fintech startups have a real opportunity to transform how customers engage with the global economy, but the stakes are high.

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. This harmonious approach is important because 69 percent of customers want to resolve as many issues as possible on their own using self customer service options, according to the Zendesk Customer Experience Trends Report.

You could say that Alexis Ohanian, Reddit co-founder and founder of the venture capital firm Seven Seven Six, knows a thing or two about building startups. When we sat down with Ohanian for our CX Academy Live event, he shared his experience as an entrepreneur and the many lessons learned along the way—from his days responding to customer feedback emails at Reddit to his current role at Seven Seven Six helping the next generation of startups push forward.

In a world where the only constant is change, providing more personalized and efficient support for both your customers and employees is vital. But many companies are still learning how to leverage their data and draw insights for creating those kinds of next-generation experiences.

The impacts of COVID-19 changed customer service for good. What started as a global health crisis became the accelerant in our transition to a truly digital-first world. Customers are online more than ever, with customer service taking center stage. Half of customers say customer experience is more important to them now compared to a year ago, according to our research, and 77 percent report being more loyal to a company that offers a positive customer experience if they have an issue.

For busy customer service teams, every minute counts. So being able to save over 240 hours a month would count for a lot. And that’s exactly how much time customer service teams handling 20,000 support requests a month can save by using chatbots, according to Zendesk’s user data.

Last year, meeting up with friends looked a lot different. With everyone stuck at home during the pandemic, people were looking for a way to connect safely to do things together, and Discord’s popularity exploded. Originally built for people who wanted to communicate with friends around the world while they played video games, Discord has gained traction with a much wider community.

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they're more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?