Teams | Collaboration | Customer Service | Project Management

Customer Experience

zendesk

Top 3 things retailers are missing in digital CX

Change is the only constant in the retail service industry. That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. For retailers to compete in today’s crowded market, they need to create excellent customer relationships in all the places people shop—online and in brick-and-mortar stores.

zendesk

How tech scale-ups can improve customer experience using data

To provide the best customer support at any phase in your customer’s lifecycle, your teams need access to contact and company data—and every team must have access to the same information. This requires a centralised location for all relevant communications and open support tickets, and the ability to streamline information between sales, marketing and support teams.

InvGate

Brian Skramstad on Implementing Problem Management for Customer Satisfaction

When it comes to problem management, many businesses focus on automating repetitive tasks like password resets. But while this can help reduce the overall number of problems, it doesn't address the root cause of the issue. That's where trend analysis comes in. By looking for patterns and trends, businesses can identify potential problem areas and take steps to improve them. This not only helps to reduce the number of customer service issues but also improves customer satisfaction.

freshworks

What is Agent Experience? (+Tips to Improve AX)

Approximately 96% of business leaders reported that focusing on agent experiences makes it easier to retain top talent. That’s not all. An astounding 87% of business leaders also shared that prioritizing employee happiness will give them a competitive advantage. Despite these findings, only 19% of companies have made agent experience their strategic priority. As a result, poor agent experience contributes to high turnover rates, especially for contact center agents.

What is Freshworks Analytics?

Analytics is built for for every Freshworks Customer. With Analytics, you can deep dive into your data and obtain insights, specific to your business. Analytics is a no-code platform built for everyone - you decide which metrics you want to track, how you want to see them and you can do it without having to write even a single line of code. Power-packed features to help with business insights.

Andrew Carothers on Customer Experience | Customer-Centricity, Trends in CX, Crucial Skills

Welcome back to our series where we interview influential CX Leaders. Recently we spoke to Andrew Carothers (Sr Manager, Digital Experience @Cisco) about the customer-centric business model, emerging trends in CX, crucial skills in the field - and more! "Andrew is a Senior Customer Experience leader helping companies and their partners increase customer adoption and retention, improve renewals rates, and drive growth at scale through digital engagement. Builder of award-winning strategies and programs.

How To Grow Your Online Store with Great Reviews

No reviews or negative reviews? Get the answer from Godard Abel, CEO and Co-founder of G2. One of the first things customers look for before making a purchase is authentic reviews from fellow shoppers. In fact, about 95% of customers read reviews before making a purchase. Customer reviews provide social proof, build credibility, influence consumer purchase decisions, and help boost online sales by 18%.

The All-New Report Builder Experience in Freshworks Analytics

Say hello to a more delightful analytics experience. Here’s the host of new feature enhancements that await you: With Analytics, you can deep dive into your data and obtain insights, specific to your business. Analytics is a platform built for everyone - you decide which metrics you want to track, how you want to see them and you can do it without having to write even a single line of code.
InvGate

Experience Design: The Mindset Behind Products, Services, and Solutions

If you’ve ever found yourself returning to an application or online service because it just “feels right” or seems to mimic your needs without you having to give active feedback, then you’ve most likely encountered a business that has good design experience (XD) behind it. Among the many elements in experience management, experience design is arguably the most impactful.