It’s the most wonderful time of the year—the holiday season is finally here. After the chaos and uncertainty of the past few years, with supply chain woes, staffing shortages, and inflationary pressures, there is some good news for the retail industry. The National Retail Federation (NRF) predicts that holiday sales will be healthy this year.
Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before. They want convenience, personalized service, and seamless interactions across multiple channels and touchpoints.
There’s a ton of data that is created with every support request serviced in your help desk. Every ticket comes with its set of vital time-based metrics, ticket tags, and customer ratings. When you multiply that by the average number of tickets your business receives on a daily basis, what you have is a treasure trove of insights hidden within your help desk system.
High inflation, talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.” In short, it’s a tough market out there, and CFOs are feeling the pressure – as per Gartner, 47% find it difficult to find and hire enterprise talent, 50% still see a significant wave of workforce resignations, while 48% believe that supply chain volatility and shortages will last beyond 2022.
Preview in new tab In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! The “SaaS sprawl” created by the widespread adoption of SaaS solutions – from personal productivity tools to business applications – is real.
Today we’ll be exploring Zendesk Answer Bot. Companies of all sizes are adopting AI to automate resolution of the 265 billion customer support requests made every year. A customer support chatbot serves as the first line of defense to respond to customers and help resolve a customer’s questions before looping in a human. As a result, the best chatbots can help save up to 30% of customer service costs while also improving the customer experience.
The Freshworks Fall ’22 Launch highlights our top new product capabilities and solutions from the second half of 2022. Our announcements are focused on three areas: At Freshworks, we are constantly innovating to empower employees, and deliver personalized, delightful customer experiences. Here are some of the highlights for Fall ’22.
Delivering truly world-class customer experience is a challenge in this (and any) economic climate, where leaders must stay on top of service best practice and customer expectations to remain competitive. To find out how CX leaders do this, Zendesk surveyed nearly 5,000 customer service decision-makers around the world and compiled the results into our 2022 CX Accelerator report.
How mature is your CX organisation? As part of Zendesk’s survey of almost 5,000 customer service decision-makers around the world, we asked questions about the attitudes, behaviours and outcomes regarding their people, processes and data/technology. This led to our 2022 CX Accelerator report and maturity scale model, which allows you to assess where your business ranks.
