Careful consideration has likely gone into choosing Zendesk as your customer support software. Now you cannot wait to benefit from all the advantages of the advanced CX platform. But how do you reap the full potential of a solution as adaptive, innovative, and complex as Zendesk? Where do you even begin? In this article, we…
In business settings, customer retention is one of those terms that never goes out of style. Research shows that a 5% increase in customer retention can increase profits by up to 95%. According to other studies, the cost of retaining an old customer is five times lower than that of acquiring a new one. The key takeaway here is that…
What is productivity in customer service? Why is it critical for your company? How can you measure customer service productivity, and what can you do to improve it? If you’ve ever asked yourself any of those questions then you’ve landed on the right article. What is Customer Service Productivity? Customer service productivity refers to the…
Until recently, customer service was a less pronounced aspect of business, and not much thought was put into making it a value-add. The thinking behind this was that customer support was only useful for receiving complaints from begrudged clients. Accordingly, CFOs considered it a cost function — hire customer service reps and fund their operations,…
Even if you’ve been living in a cave, you must’ve probably had to interact with a brand, whether to make an inquiry, a purchase, or lodge a complaint. Subconsciously or not, you may have held certain expectations of convenience in your interaction with them. If you think you’re alone in this sentiment, think again. Customer…
Yes, product quality matters. Yes, a competitive price will get you far. But, the data has spoken – it shows that 66% of consumers care more about the experience than price. It, therefore, stands to reason that the success of your business depends on the overall experience and customer satisfaction you deliver. While customer expectations are continually…
Quantifiable metrics allow you and your team to measure and compare the effectiveness of almost everything in your business. By measuring how customers respond to your products, services, and processes, you find ways to improve and grow. One of the most popular metrics to follow, particularly in customer service, is Net Promoter® Score (NPS). In…
First Contact Resolution is one of the most commonly measured support metrics, and for good reason. The percentage of customer inquiries resolved at the first attempt directly correlates to customer service performance and customer satisfaction. In the following paragraphs we take a deep dive into everything you need to know about First Contact Resolution rates…
In a recent study, business professionals said that their number one priority for the next five years is the customer experience. Adding to this, 67% of customers say that they prefer the option of self-service over speaking to a company representative. Combine these facts together and the value of customer self-service in the digital age…
Customer service software is crucial to providing your customers with an exceptional customer service experience, which helps to facilitate business success. According to Financeonline, “Customer service of the near future will move towards a direction where humans and computers work together to find solutions to customer issues.” As a result, using technology to improve customer…
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