Zendesk Releases New Research With Insights on the Power of Service in Influencing Customer Loyalty - Seite 2

This presents a challenging landscape, and for companies that are struggling to navigate, the report identifies what businesses of all sizes, in every industry, can do to provide excellent customer service and create loyal customers, starting with the initial sales process. According to the Zendesk Customer Experience Trends Report 2020, the most successful companies do the following:

Maintain one seamless conversation

Customers today expect uninterrupted conversations that don’t start or stop in the middle of their interaction or get lost in a different communication channel. They want companies to reach them where they are on the channels they’re already using to communicate with friends and family. Companies that do this actually provide better service, with high performing teams more than twice as likely to be taking an omnichannel approach that combines support, self-service, and live channels like chat or phone. Customer experiences must be rooted in a single thread of communication across channels to ensure the fast, efficient responses that customers demand.

The Zendesk Customer Experience Trends Report 2020 also found that sales and support teams should partner to connect early customer interactions with later ones. Customer service leaders say their teams collaborate more with sales than with any other internal organization. As sales leaders expect both revenue growth and team growth, companies need to put data to work across teams, using shared tools to engage with customers from the initial sale throughout their experience with a product or service.

Harness customer data

When it comes to data, customers are less concerned about privacy than they were a year ago. In 2019, Zendesk research showed 28 percent of those 55 and above in the U.S. wanted to share as little data as possible, whereas this year that number has dropped to 12 percent. The Zendesk Customer Experience Trends Report 2020 findings show that customers prefer companies to keep track of their data if it leads to better experiences, with more than 75 percent of customers wanting the personalization that comes with better insights. Being able to manage and interpret data is crucial for understanding customers and proactively identifying opportunities to better serve them.