The second time I speak with Colleen Berube, CIO and SVP of Operations at Zendesk, she greets me over Zoom from her backyard in San Mateo, California. The scene looks idyllic, though the reality is that wildfires are raging all over the state, the air is tinged with smoke, and we all remain hunkered down at home as Covid wears on.
You may think that “Mayochup” is a great topping for fries, an abominable Frankenstein’s condiment, or just a hilarious example of ’90s satire predicting the future. Regardless of your personal preference, though, there’s no denying that it represents a huge social listening triumph for Kraft Heinz. The polarizing combination of ketchup and mayonnaise was originally sold only in the Middle East.
Customer segmentation involves classifying customer data by specific traits to learn more about the groups that make up your customer base. The more you understand them, the better you can serve them. There are countless ways to segment customers - by age, location, occupation, account type, company size, and more. Unless you’re prepared to keep a few thousand Post-it notes on hand at all times, you’ll need a sophisticated software solution for capturing and analyzing all that data.
Nearly half of startup leaders we surveyed for the Startups CX Benchmark Report 2020 said they are actively looking for a customer support solution. These are the top reasons they cited for needing customer service software: If any of these sounds like you, then read on for tips to help you find a CX solution that aligns with your goals, your culture, and of course, your budget.
Messaging apps are becoming a key channel across every stage of the buyer journey. Eighty-three percent of consumers use messaging apps to learn about a company’s products or services, 75% use the apps to make purchases, and 76% of consumers use messaging apps to contact support. Why? Because messaging apps are convenient. Consumers already use the apps to chat with friends and family, and they don’t have to wait for a live agent to get support.
Here are the newest integrations from Zendesk to help your agents provide great customer experiences—and to help keep things spooky this October.
Chatbots are no longer a new technology in customer service. Customers are using them to get support across a variety of industries, whether they need help changing a hotel reservation, paying a bill, or finding the perfect lipstick color. Business use of chatbots and conversational AI is only going in one direction.
Knowledge is power, especially in the world of customer service. According to the 2020 CX Trends Report, companies that leverage the most data have 36% faster resolutions, 79% reduction in customer wait time, and four times as many solved customer requests. But to reap those benefits, you need a powerful business intelligence tool.
The most wonderful time of the year will look a bit different in 2020. The holidays are usually a time for parties with family and friends, wearing ugly sweaters, going to see The Nutcracker or taking beach vacations over the winter break. But with the pandemic still gripping the world, even Santa may have to practice social distancing. Traffic in brick-and-mortar stores is sure to be down, and economic uncertainty may mean reduced consumer spending.
The customer has changed and so have their expectations on what customer experience means to them. As these expectations change, so must the company and their approach to customer experience. There was a time when hyper-personalization and chatbots were the leading methods to engage with customers. Today, customers are looking for a very different approach that addresses two key attributes: Access to information and speed to resolution.
