It’s great to be able to put a ticket on hold but I’m sure you’ve suffered when tickets have stayed like that for too long. Sure, you could create an automation to change the state back to being open after X amount of days but life is never as simple as there being a constant value for X. And perhaps you don’t want to actually change the status – you just want to be reminded that the ticket is there.

If you have a large support team, it can be difficult to maintain complex workflows. In an ideal world, your team would easily distribute tickets to the people who know how to handle them best – with no time lost unnecessarily bouncing support tickets between different agents or departments. Without the right tools, teams have to use cumbersome and costly workarounds to route tickets to the right places.

A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next. The best way to maintain your knowledge base is by harvesting support agents’ collective knowledge – but they’re often swamped and enabling their contributions can be a huge operational hurdle. Fortunately, you can easily capture content using the Zendesk Knowledge Capture app, which helps agents in three key ways.

As a result of today’s macroeconomic climate, software companies are looking for ways to control costs, accelerate net retention and drive profitable growth. This requires a focus on building customer loyalty through differentiated CX. And agents play a critical role, but many are struggling to keep up with evolving customer expectations. Learn how a tiered approach to customer service can increase customer satisfaction and keep operating costs in check.

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple of years. Specifically, they are viewing CX as a potentially profitable tool as they look to overcome what has been a difficult period of supply chain disruption and rising costs. The rationale is that if they can continue to delight customers, it will help them stand out from a crowd of competitors.

It’s fair to say the manufacturing industry is on the fast track to digital transformation. The pandemic exposed the fragility of our global supply chains, resulting in empty shelves and overstocked warehouses. Meanwhile, as the pandemic subsides, inflation is driving up the cost of goods and logistics, putting the squeeze on companies still recovering from the past few years. So it’s no surprise that manufacturers are looking for ways to cut costs whilst still maintaining quality.

As businesses continue to evolve and compete in today’s highly digital and connected world, the importance of excellent customer experience management cannot be overstated. With the rise of social media, review sites and platforms such as marketplaces, customers now have more power than ever to share their experiences with others. As a CX Trends 2023 case study by Zendesk found out, 66 per cent of customers said that a bad interaction with a business can ruin their day.

It’s clear that we’ve entered a new era in artificial intelligence and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk research indicates that AI will affect every customer touchpoint and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.

If the last year taught us anything, it’s that we must stay flexible and agile in response to market conditions. From the ongoing effects of the pandemic to the war in Ukraine and cost of living crisis, 2022 saw customer service businesses rocked by new obstacles and challenges that forced them to evolve their customer experience (CX) approach to navigate the changing landscape.

Customer loyalty comes by respecting and continuously exceeding customer expectations. According to a study published by Rare Consulting, 83% of customers say that their loyalty to a brand is mainly down to the fact that they trust them. The same study also reveals that while price (81%), quality (80%) and convenience (55%) are the key factors in making a purchase, companies and brands that are liked (86%) and trusted (83%) benefit from more loyal customers.