Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. Moreover, customers today are engaging more with service teams, with support requests – ranging from technical questions to assistance with a return – up 14%, in comparison to last year.
With customer experience becoming more important than ever, interactive customer experience conferences are the need of the hour. Whether it’s a virtual experience, in-person event or a hybrid summit, companies are reimagining customer journeys to reduce friction, accelerating the shift to digital channels, and providing for new safety requirements. With the ongoing global crisis, many organizers have switched to hybrid and virtual conferences.
A customer service specialist is one of the people a customer will interact with when they make a purchase of a product or service from a company. The role requires many skills, but perhaps the most important are interpersonal skills and a thorough knowledge of the company’s customer care policies. In this article, we’ll look at what customer service and customer experience are, how they interact, and then go into more detail about the typical tasks of a customer service specialist.
Conducting an impactful customer service performance review sets the stage not just for the evaluation and growth of your team members but can also identify larger trends within your support strategy. However, many pieces make up an individual’s customer support career development, and it can get difficult to track them regularly. You’ve got performance metrics to pay attention to, career growth, and paths of interest for your customer service representatives.
Businesses always want to provide the best customer service possible. To do that, they need the best customer service software to decrease response time and resolve customer inquiries effectively. However, organizations sometimes face challenges while acquiring and setting up customer service systems. They want a tool tailored to their needs that supports various customer service channels, and that allows them to control their own data. These criteria is met with open source customer service software.
“The best support ticket is the one that’s never created,” noted 1 Zendesk’s Elaine Atwell. There are times when help is needed, yet some things are easier to simply do by oneself, on one’s own terms. Plus, there also comes the self-satisfaction of striking a complex task off a list (I managed to fill out my tax forms)!
Becoming a successful CEO at a client services company doesn't just happen overnight. It can be easy to overlook the hard work, failure, and sometimes even loneliness that comes with the territory. You might assume people in these positions are simply naturals who were born to take on these types of high-pressure roles. But in reality, it can be a tough hill to climb. So what is it that all client services CEOs have in common that helps them reach that next level of success?
As online shopping enters a period of hyper-growth and competition for consumers intensifies, getting the customer service experience right has never been more important for retailers. Those that are ahead of the CX curve have their fingers on the pulse when it comes to the latest trends and technologies—they’re reaping the rewards, too. In fact, 66% of companies agree that there’s a direct link between customer service and business performance.
In a recent study commissioned by Zendesk, just 39% of customer service agents said they were confident they could respond to customers in a conversational, convenient way. And only 32% said they could effectively manage and monitor customer requests during the working day. Both of these findings reveal powerful truths. Customer service staff often feel overwhelmed, particularly when they have to respond to everything quickly.
