The value of partnerships29. March 2021In a time where business-as-usual is no longer sufficient and the number of changes rise, so do the expectations for ... ...
Working from Home Version 2.03. March 2021It is not unlikely that we will continue to work from home post corona. This may pose a challenge for ... ...
Lasting impacts of COVID-19 on customer experience14. January 2021The digital customer journey has been given an extra boost during the corona crisis. Consumers have been forced to change their shopping ... ...
Measuring customer feedback using NPS13. November 2020Everybody’s talking NPS - but what’s all the fuss about? I’ll tell you! NPS stands for Net Promoter® Score, which ... ...
Customer Experience Trends in 202020. July 2020So.. 2020 started unexpectedly. This crazy situation, has put a lot of pressure on customer service departments. According to Zendesk ... ...
The power of automation in customer service16. June 2020Learn how to harness the advantage of customer service automation and empower both your customers and service agents. ...
How to measure customer feedback using CSAT25. October 2019Let’s get the most important thing out of the way first: What is CSAT? CSAT stands for Customer Satisfaction and ... ...
Integrate Google My Business with Zendesk Support25. June 2019We've just launch Google My Business Channel for Zendesk Support, which allow you to integrate your Google My Business account ... ...
How to set up Facebook Channel for Zendesk15. February 2019The increasing demand for a seamless omnichannel experience has made managing interactions with your customers on social media like Facebook ... ...
Customer Experience is more important than ever!16. January 2019The business world is taking the challenge to the next level. In 2018 companies were focused on providing seamless, omnichannel ... ...
The history of Customer Service17. December 2018The invention of the telephone in 1876 started the revolution of customer service. It seemed to solve the problem of ... ...
6 Stats That Prove The Importance of E-Commerce Customer Service27. November 2018E-commerce is definitely the fastest growing market in history. In 2017 sales reached $2.3 trillion (with 18 zeros!) and it is predicted to reach $4.5 trillion in 2021, followed by a grow on 15% each year. With a market this big, it doesn't matter whether your business is focused on B2B or B2C. You still need to deal with competitors. Sounds obvious, but what makes your company stick out from the others? Research by The Guardian shows that By 2020, customer experience will overtake price and product as the key brand differentiator. It simply means that the item that was purchased will be forgotten but the service you gave them, will stay in their minds. A very important part of customer experience is customer service, imagine that nearly 75% of customers leave the company because they were not satisfied with customer service! The conclusion is that the real power comes with a proper customer service. But the business is all about numbers, let's take a look at some stats that prove the importance of customer service: “95% of consumers talk about poor customer service experiences with other people” – American Express “Happy customers who get their issues resolved, tell about 4 to 6 people about their experience” – White House Office of Consumer Affairs “80% of businesses believe they provide excellent customer service, but only 8% of customers agree” – Forbes “52% of customers said a good customer service interaction influenced them to purchase more from the company and 58% of those customers recommended the good companies to others” – Forbes "Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies". -Digital Commerce360 “50% of customers think it’s important to solve product or service… ...
Exciting Launches from Zendesk17. November 2018Zendesk just launched two new very exciting products at Zendesk Relate. We've made a list of the coolest features here. ...
The history of omnichannel19. October 2018Omnichannel sounds so familiar but how much do you really know about it? We took a closer look at the ... ...