Zendesk announced the ‘zendesk customer experience (cx) trend report 2020′, which contains the results of a study conducted on 45,000 zendesk users.
According to the report, the main factors influencing brand loyalty are price and customer service. Customers’ expectations of brands are very high, with 50% of respondents saying they would be willing to move to a competitor after one bad experience, and 80% saying they would leave after multiple bad experiences.
The importance of customer service that companies feel is growing day by day. According to a recent gartner report, by 2023, businesses will find that delivering a poor customer experience is a major obstacle to the success of their organizations’ digital transformation. In this regard, gartner said that providing relevant content and knowledge is the key to good customer service.
“customer service can make a business happen or destroy a brand,” said elizabeth jones, chief customer officer, zendesk. Regardless of the channel, we need to provide a seamless customer experience and grow our business while interacting with customers.”
Meanwhile, according to the ‘zendesk customer experience trend report 2020’, customer expectations are rapidly increasing, but companies are not meeting these expectations. Customers want to solve problems quickly and efficiently, but many companies do not provide a wide range of channels. According to the survey, less than one-third of the companies surveyed offer a variety of channels, including chat, social messaging, in-app messaging, chatbots, and communities.
The Second Is The Use Of Customer Data More Than 75% Of Customers
Faced with fierce competition, companies are actively investing in new technologies to continue providing superior customer Brazil Business Email List experiences, and the report cites disney, levi’s, and four seasons as such companies.
Want Companies To Provide Personalized And Tailored Services
According to the ‘zendesk customer experience trends report 2020’, companies that provide successful customer experiences have four characteristics.
The first is to keep the conversation going. Customers today expect uninterrupted conversations. Customers want to reach out to companies CH Leads through the channels they normally use to communicate with friends and family. Companies that embrace these expectations are better served by omnichannel, a combination of phone, chat, and self-service. Additionally, customer support and sales departments must work closely together to interact with customers. To do this, it is necessary to connect and manage the customer experience of a product or service from the initial sale to post-sales customer support, using tools that allow both departments to share data and work with each other.