At a time when large companies are actively following the novelties of progress, many of them forget about the improvement of an important department of the company. It is the customer service department that provides CX support. If you are now looking into the possibility of investing in your business, then we strongly recommend that you pay attention to this particular feature of the company.
Why customer support? Since isolation, human relationships have been valued differently. Customers now demand more and do not forgive mistakes, which makes the customer experience more important than ever. Now we’ll look at what factors affect the quality of CX and what customers really expect from you.
CX and its impact on company profits
If providing poor support wasn’t so catastrophic 10 years ago, the new realities of the pandemic have changed how companies deal with customers. Now, according to a Zendesk study, more than 60% of customers will switch to your competitor after one bad experience. With the worldwide pandemic, most shopping has moved to a remote format, which means customers can no longer ask a live person for advice. This is where CX support, the Zendesk customer experience comes in, where you accompany your customer from the beginning to the end of the transaction and continue to stay in touch with them afterward.
Consumer expectations for support are rising, but the quality of your customer service department remains the same. This does not depend on how many tickets you discuss in Zendesk on a daily basis. If customer service suffers, your bottom line suffers. That’s why in 2022, it’s important to focus on investing in and improving your CX customer service experience.
Improving customer support is about maintaining leadership among competitors. According to the study cited above, 64% of large companies noticed a positive effect on company growth after improving customer support and another 60% confirmed that such tactics help retain customers in the long run. A company that treats its customers with loyalty and respect will always have the advantage.
Customer service expectations
What is good CX customer service? The answer to this question varies, depending on who you ask. Ask entrepreneurs, and they’ll probably say it’s giving discounts and free services. But ask customers this question and the answer will be very different.
The main trends of CX 2022, and therefore quality support, consist of the following factors:
- Providing loyalty at every stage. Do not forget that every client is an individual, who must be treated with respect and understanding;
- Support through any channel of communication. Always pay attention to the platform through which the client contacted you. Be sure to respond to him in the same place, thus providing support where and when needed. Voice and text messages, website chat, or social networking – be alert everywhere;
- Improve other departments in the company. It often happens that a customer is referred from the support department to another department for assistance. In such cases, not only should your Zendesk agents know how to handle customers, but so should the rest of your employees. Surround your customer with care and get customer loyalty the next time you sell a product.
Create the kind of customer experience that makes your customers choose your company afterward. Nothing influences a company’s image more than positive feedback from satisfied customers.
Quality over quantity
To understand what the client wants, put yourself in his place. You would probably be uncomfortable if you were forced to repeat the same thing several times. Buyers don’t like to repeat the story of their problem several times. So try not to change agents for clients and always check the history of their own calls. 73% of customers prefer to start a conversation with an agent in one channel and end it in another, without starting with the story of their problem from the beginning.
Also, 68% of customers prefer to feel unique. Mailing out to all customers doesn’t make them feel special anymore; customers prefer to feel that their persona is important. This is another reason why chatbots are inferior to live communication with agents. Speed and ease of communication remain major factors in the CX customer journey, but it’s no longer enough for quality support. Multi-channel support is another trend to look at when improving your customer service department.
If you’re still not sure or if investing in customer experience support is worth your money, then we hasten to assure you of another fact: 93% of consumers are willing to continue working with a company that will not only provide them with quality services or goods but also guarantees a pleasant CX customer journey. So don’t neglect to provide quality services to your customers, as you never know which ones will stay with you for a long time.
Build a quality customer experience
2022 will be a year of improving CX and building new business models. How much profit your business will make depends only on what you choose to focus on. Adapt, improve, and stay on top of trends with Cloudfresh. Our agents will help you implement all the features and tools you need for a quality support department. If you still have questions – you can ask for help at any time, through any communication channel convenient for you!
The Cloudfresh team is a unique center of expertise for Google Cloud, Zendesk, and Asana. For these products, we can provide you with the following services:
Our specialists will help you optimize your IT infrastructure, develop integrations for better system interoperability, and help create completely new structures and processes for your teams, while our support center will provide you with the best customer experience!