Zendesk CX trends 2023 report
How Roca can help you leverage immersive customer experience to strengthen customer relationships to drive revenue.
Zendesk recently released its 2023 CX trends report, loaded with immeasurable value for small and mid-size businesses. Although economic uncertainties remain, business leaders across the globe all agree that investing in customer service can help companies rise above these economic uncertainties. As a Zendesk partner, we are committed to helping you save time and money. Hence in this article, we will delve into some of these findings and share how the team at Roca can help your business maximize Zendesk’s potential to meet these critical expectations of customers so you can take advantage of these trends.
Conversational Experiences are Empowering Consumers:
With the rise of social media and omnichannel solutions, there has been an increase in customers wanting flexibility on how to reach out to customer support. First, customers want a fluid and natural interaction when they reach out to customer service. These can take many forms, such as moving a conversation from one channel to another without any friction. For example, moving a chat conversation to email without losing track of the vital information from the chat.
Another example is being able to transfer conversations between agents seamlessly without the customer even noticing there has been a switch in agents. Also, customers want to have the freedom of being able to interact with a company's support based on their schedule without interrupting their daily activities. If your company isn’t offering 24/7 customer support we believe now is the time to move in that direction.
From the research, they noticed that one of the major things customers want from a conversational experience is immediate service, with 72% of customers having this expectation. Customers want to receive assistance immediately when they reach out, whether through an AI-powered bot or a human agent.
Other expectations by customers were:
A natural conversation that is friendly and empathetic.
Anyone they interacted with to have a full context of their previous and current interactions.
Interactions which don’t affect their current schedule.
Although customers have these expectations, it turns out most businesses still fall short of offering exceptional conversation experiences. From the research, only 42% of companies offer two or more support channels. Also, about 60% of customers reported interacting with agents who had little or no context of their needs, hence resulting in customers having to repeat themselves to several agents, a recipe for customer dissatisfaction.
It will be interesting to know that 70% of customers are willing to purchase from businesses that offer seamless conversational experiences. Want to tap into this high volume of customers? Roca Assets Management App in Zendesk can be utilized to offer seamless conversational support for customers who make purchases from your business.
Make customers feel at home and happy to do business with you all the time by offering fluid, natural conversations throughout their customer journey.
Also read: Assets Management in Zendesk
2. Customers are Eager for Deeper Personalization:
Many businesses believe setting up mass emails, and addressing customers with their names is enough personalization. However, it is not. It turns out customers expect businesses to do more by leveraging the mass data they collect to offer more personalized experiences. With the rise of Big Data and AI, 62% of customers prefer personalized recommendations over general ones. 77% of business leaders also noticed deeper personalization leads to increased customer retention. Every business knows that keeping existing customers is more valuable than trying to acquire new ones. As it costs 5X to 25X more to acquire a new customer than keep an existing one. It’s also easier to upsell to existing customers than sell upgrades to new customers.
To achieve deeper personalization businesses need to break down silos and remove stubborn roadblocks from their customer experience processes.
These can be achieved by:
Combining service data with customer feedback data.
Merge service data with product data.
Combine service data with sales data.
Integrate service data with marketing data.
3. Consumer Well-being and Sentiments are Reshaping CX:
Consumer sentiments are a great tool for this generation, and a business that knows how to tap into this tool well is going to succeed in today’s competitive market.
Like the word of mouth, consumers now use online reviews to express their sentiments from interacting with a business. People trust online reviews as much as they trust recommendations from friends and family.
BrightLocal's 2023 Local Consumer Review Survey found that 98% of consumers read and write reviews for local businesses.
For that reason, if you want to build a successful business in today’s market, you need to know how reviews can affect you.
From Zendesk’s report about 56% of customers said they had positive customer support interaction, and 19% had a negative customer support experience. Considering about 20% of customers are unhappy about their interactions and 66% of customers say a bad experience with a business can ruin their entire day, these unhappy customers are likely to give a negative review.
How does a negative review impact a business? ReviewTrackers Online Reviews Survey found that 94% of consumers say a bad review has convinced them to avoid a business, this means your potential customers will go to your competition resulting in revenue loss.
Also, Review Tracker reported that 53% of customers expect businesses to respond to negative reviews within a week. However, only a few businesses, about 1 in 3, have a shorter time frame of 3 days or less. The ability to reply to negative reviews can be one of your most powerful weapons as a business. If you are to excel in today’s market then you have to make the customers’ well-being a top priority.
Zendesk Automation and AI can help you achieve your goal of making the customer’s well-being a priority. With Zendesk automation, you will be able to predict customers’ intent and sentiments. For instance, Zendesk’s intelligent triage feature leverages AI to automatically enrich support tickets with highly valuable information: customer intent, sentiment, and even language predictions.
In 2023 make it your business focus to empower your team to offer the best customer experience by leveraging these trends, especially customer sentiments for business growth.
Read the full report here.
Are you looking to set up Zendesk or optimize processes for your business needs? The team here at Roca is always ready to walk you through your specific use cases and needs.