“The best support ticket is the one that’s never created,” noted 1 Zendesk’s Elaine Atwell. There are times when help is needed, yet some things are easier to simply do by oneself, on one’s own terms. Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)!
Today, many companies worldwide are doubling down 1 on their reskilling and upskilling efforts, and equipping employees with the crucial skills that they need to thrive in the world of work today. Here, we review the key skills that customer service agents need to hone, in today’s ever-evolving landscape of work.
As consumer behavior rapidly changed during the pandemic, accelerating the shift from in-person to online shopping and the expectation for speedy shipping, the Third-Party Logistics (3PL) industry has boomed. 63.5% of shippers now outsource their warehousing activities to 3PL providers1, 81% outsource domestic transportation2 (which is the most common services outsourced1), and 44% outsource freight forwarding3.
How do your customers really regard their experience with your brand when they use your companies’ products or services? Customer experience (CX) relates to just this. Spanning the entire relationship that a customer has with a company, CX encompasses each and every touchpoint – from in-store to online shopping, browsing a website, and interacting with customer support teams.
Many of us have experience interacting with customer support agents in various contexts, from streaming service subscriptions and car rental bookings, to online clothing purchases. For businesses worldwide, offering timely support across multiple channels and touchpoints is critical in today’s highly competitive and digital-first world. A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean?
We are living in an information age, with instant access to information and knowledge available at the click of a button. Yet, many spend a large majority of their time combing through a cluttered market of content, as there is just so much out there.
