In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: For your business to survive and thrive, measuring customer satisfaction is key. You need to take frequent pulses on how your customers feel about your brand, products, services and interactions to identify pain points and benchmark your performance over time.
Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Over the past year, customer support agents have been dutifully fielding a sky-high number of queries from customers worried about canceled flights, ambiguous insurance conditions, delayed packages, and other urgent and emotionally-loaded issues. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work.
Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed.
In this episode of the Vivantio Vibe podcast, we share with you 10 ways to align your teams and garner support from the boardroom for optimizing your service management platform. Whether you're a C-level leader looking to rally your teams to investigate and adopt state-of-the-industry methods, or a CS/CX manager who needs to win support and resources from the boardroom, it's essential to have a strategy for communicating your vision and advocating for the action and resources required for success.
Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?
Customers love to feel special and understood. According to research from Epsilon, 80 percent of customers say they’re more likely to do business with a company if it offers personalized experiences. Additionally, 90 percent indicated they found personalization appealing. Personalization often begins long before a consumer even considers making a purchase.
Here are the newest integrations from Zendesk to help your team provide great experiences.
Anyone on a support team will tell you that responding to every customer inquiry is tough, especially if you’re working for a small business with limited resources. Using a do-not-reply email—a special type of account that’s unable to receive incoming messages—may seem like a tempting way to lessen that volume. It’s true that do-not-reply emails have their perks, and they may have a place in your business model.
As a sales manager, your eyes are glued to your company’s revenue. You’re focused on helping your team close more deals and increasing profitability. But are you sure you’re measuring sales revenue in the best possible way? Gross sales and net sales are two common metrics that offer distinct advantages when it comes to gauging revenue. If you’re not sure what they are and how they differ from each other, you’re not alone.
At Zendesk, we believe a key component of providing great customer experiences includes ensuring your agents are armed with the right tools and processes to deliver them. But with conversation volume increasing by more than 20 percent year over year, over a growing number of channels, support teams are struggling to keep up. As a result, businesses increasingly turn to AI to provide faster and more reliable service and make teams more efficient.
