What is customer experience? What is a good customer experience? Why is the customer experience so important? All your CX questions, answered....
CX Transformation Service
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Measuring customer experience with Zendesk Explore
How to track and leverage customer data to improve CX. Knowledge is power, especially in the world of customer service. According to the 2020 CX Trends Report, companies that leverage the most data have 36% faster resolutions, 79% reduction in customer wait time, and four times as many solved customer requests. But to reap those benefits, you need a powerful business intelligence tool. Zendesk Explore allows you to identify important trends, find ways to improve your team’s interactions with customers, and gauge customer satisfaction with your brand. Companies that use Explore handle 3.4 times as many tickets as those that don’t use...
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Building the best customer experiences with Facebook and Zendesk
Facebook selects Zendesk as its core CX partner to provide enhanced customer conversations across its messaging channels directly within Zendesk At Zendesk, we’re big believers in the power of messaging to keep people together. While the momentum behind messaging has been building up for a decade, we’ve seen the use of messaging apps grow exponentially during the past year. The pandemic, which has changed the way we live, has also changed how we communicate, connect, and work. With platforms like Facebook — WhatsApp, Messenger and Instagram Direct — seeing increased usage across all their properties in the first half...
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The difference between chat and messaging
Chat and messaging are already common features of many websites and apps—learn why certain types of conversations provide a better user experience. We need to change the way we talk about chat. When live chat came out, users relished in the ability to instantly message customer service reps without having to pick up the phone. While this is one of the reasons chat has become one of the most popular customer support channels, live chat as we know it is changing. The old standards just don’t hold up to modern customer expectations, which hold brands up to higher standards....
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Choosing a customer service solution for your startup
First time shopping for a CX solution? We’ll tell you about a few important features you may be overlooking. Nearly half of startup leaders we surveyed for the Startups CX Benchmark Report 2020 said they are actively looking for a customer service solution. These are the top reasons they cited for needing customer service software: More customer inquiries Increasing operating costs New product or service launch If any of these sounds like you, then read on for tips to help you find a solution that aligns with your goals, your culture, and of course, your budget. Customer service software features ranked...
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Switching from live chat to Zendesk messaging
If you’ve ever used live chat, you know how easy it is to get in touch with customer service reps. Happy customers are valuable customers, and businesses that can provide real-time customer service to solve problems have high customer satisfaction ratings. So if live chat seems to be working, why make the switch to messaging? The answer is simple: messaging takes the best parts of live chat but upgrades them with modern features such as ongoing conversations, automation, and richer content for a more intuitive and engaging customer experience. Because messaging is different from live chat, it comes with a new...
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3 hidden costs of Freshdesk: Why low license fees can be deceptive?
When choosing a customer service solution, there are many factors to consider, and let’s face it — cost is high among them. Freshdesk says you’re saving money on their low license costs, which is a part of the total cost of ownership, but there are big trade offs to know about. Here are the top three things you should consider. 1. Freshdesk’s spotty reliability can tarnish your brand Your customers and your support teams depend on your software to work for them. So when it’s not reliable, it can cost you time and money. Dropped chats and calls lead...
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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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