Customer-facing organizations are constantly on the lookout for a customer support solution that can help their support teams prioritize and respond to customers efficiently. Cloud-based helpdesk software is changing the way businesses design and deliver support to customers. At Freshdesk, we have always believed that a cloud-based support solution is the way forward for businesses of all sizes because it helps provide a call center infrastructure that is scalable, efficient, and easy to use.

With ever-changing customer needs and the advent of new technologies, companies are required to provide the best customer service possible. And the quickest way to do that is by using the right customer experience tools. These tools offer features that can help increase your customer engagement — which, in turn, boosts your sales. In fact, it can help you meet your business objectives and exceed customer expectations.

Archers and bowmen trained in instinctive shooting have a special skill. Bystanders will see them take their stance, tighten the grip on their bow, and shoot swiftly and accurately by ‘instinct’. But their perfect shot is attributed to consistent practice and extreme focus that builds muscle memory to make their execution so natural and seamless. Persistent and focused efforts by brands to decode shifting customer expectations help in landing the perfect shot at customer delight.

A great digital customer experience ensures that your customers feel valued and understood, irrespective of which platform or channel they reach out on, along their customer journey. Each customer interaction needs to be smooth, convenient, and hassle-free. Needless to say, a customer-centric strategy is imperative for both physical and digital customer experiences.

In 2020, the ecommerce sector saw explosive growth, expanding by more than 32 percent—double the average growth rate of the preceding decade. Kept at home by the COVID-19 pandemic, consumers took to their mobile phones and laptops to order everything from sourdough starter to barbecue pits, and the ecommerce sector finally had the right market conditions for hockey stick growth. Supply has also surged to meet demand, meaning brands face more competition than ever.

Curious about the differences between customer service vs customer experience? Many organizations use the terms customer service and customer experience interchangeably. However, they don’t mean the same thing. From the point of activation to their approaches, there are a lot of differences between both. In this article, we’ll explore what customer service and customer experience are and highlight five key differences between the two.

It’s no secret that customer experience (CX) can significantly influence your brand image, customer loyalty, and bottom line. And with customer experience analytics, you can better understand how to improve the customer experience. You’ll gain insights into the customer’s point of view, experience, and what pain points they face with your offerings. In this article, we’ll discuss the top 3 benefits of customer journey analytics and how to analyze customer experience.

An omnichannel contact center is a unified customer interaction center that helps businesses deliver a consistent customer experience. Contact centers enable businesses to provide customer service across all possible service channels through a single customer interaction center. It acts as a central point — a hub of sorts that unifies all customer interactions and helps deliver consistent customer service.

Customer satisfaction is the lifeline of any business. Improving customer service leads to more loyal customers, reduces churn, and increases sales. If you care about your customers (and your business!), you need to be making sure they’re satisfied with your offerings. Customer satisfaction is defined as how well your business meets, falls short of, or exceeds the expectations of your customers.

Providing an excellent customer experience (CX) is crucial for customer retention and gaining new business. Fortunately, you can use customer experience metrics to determine how effective your customer experience initiatives are and what needs improvement. You can gain insights into how satisfied customers are with your offerings, how likely they’re to recommend your company, and more. In this article, we’ll explore what customer experience metrics are and highlight 11 key CX metrics.