What is customer experience? What is a good customer experience? Why is the customer experience so important? All your CX questions, answered....
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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...Continue reading
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...Continue reading
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...Continue reading
As your business grows, the complexity of providing customer service grows as well. You have more products, which means more potential problems for customers to experience and more information agents have to learn. And with more employees and departments, contacting the right person to answer customer questions as they come is increasingly difficult. Whatever your internal challenges are, they’re not the customer’s concern. You need to manage all the challenges of growth behind the scenes, so your customers still get the quick and seamless experience they demand. To make sure customers get their problems solved in as little handle...Continue reading
This planning guide will help you create a CX map that gives your team the insights they need to deliver excellent customer experiences. Today’s customer experience (CX) leaders too often rush into the customer experience map-making process before answering some fundamental questions. The result: massive misperceptions that lead to poor communication and misguided assumptions about your customers’ experiences. We’re not talking about a harmless misunderstanding: an Acquia study reports that 90% of customers say most brands fail to meet their expectations when it comes to delivering good customer experience. Meanwhile, 82% of marketers believe they’re hitting the mark. Anyone who seeks...Continue reading
Experts share the CX strategies that make a real difference. A lot of companies react to growth pressures by trimming their customer support budget. That may provide some quick breathing room, but it’s not a prudent long-term solution. After all, it’s cheaper to retain a customer than to acquire a new one. And when we polled consumers on what factors inspire the most brand loyalty, 57% cited good customer service, making it second only to price. Luckily, there are ways to invest in better customer service without ballooning the budget. Simple changes and small initiatives can have an outsized impact on the...Continue reading
Lasting loyalty can’t be bought—it has to be earned. Find out how it’s done. Customer loyalty vs. customer retention: What’s the difference? Customer retention means that a customer buys from you, but they don’t necessarily have a strong affinity for your brand. Customer loyalty means that a customer prefers your company, and if given the choice, they would choose your brand over another. How to increase customer retention Once you’ve gained a new customer, you need to convince them to stick around. Show them you’re committed to providing a good experience, and of course, being good humans. Here are a few ways...Continue reading