Staying on top of customer service can be tricky—especially when customers are demanding more. For example, Zendesk’s CX Trends 2023 Report found that only 56 per cent of customers say their support interactions over the past year have been positive. Ouch. But fear not, Zendesk triggers can help by automatically sending notifications, prioritising tickets, and flagging important deals.
For most people, having a bank account is second nature. It facilitates so many of the things we do every day, even if we don’t actually go into a physical branch. A lot of people won’t even buy coffee without using a bank card or app nowadays. But that’s not everyone’s reality. In fact, there are 1.3 million people in the UK who don’t have a bank account, and in Eastern Europe, a third (33 per cent) of people are unbanked.
The best jobs don’t just pay us, they bring us satisfaction too. In fact, in a study by PwC, respondents ranked having a fulfilling job as the second most important factor (after salary) when looking for a new role. And if you’re someone who thrives on making others happy, a job that ticks both those boxes is customer service.
Zendesk, Inc. announced its completed acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads. “Companies of all sizes benefit from WFM tooling, so Tymeshift was a natural choice when looking to expand our product portfolio.
In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key – whether you’re facing economic headwinds or an unexpected spike in customers needing help. AI helps teams boost their productivity, increase efficiency and meet rising customer expectations at a time when many are being asked to do more with much less.
No two customers are alike. Just as no interaction with any one customer is always the same. Various factors, both within and outside your control, can influence a customer’s emotions and require a different approach. With artificial empathy, you can now tailor experiences to how a customer is feeling at any given moment.
Best-in-class customer service organisations are increasingly using AI as a competitive differentiator, especially as they face economic uncertainty and rising costs. Cost savings are just one benefit of AI in customer service. A recent report from Gartner, 3 Ways AI Benefits Customer Service Organisations,* explains how customer service organisations can use AI to move beyond cutting costs to adding value.
Great service relies on having a complete view of your customers. That means bringing all your support channels, workflows, customer data and apps into a unified workspace so agents have the context they need for every customer interaction. But businesses need to take the idea of a single customer view one step further.
The pandemic dealt some heavy blows to the retail industry. Lockdowns, short tempers and supply chain issues were just a few of the challenges that business owners have faced over the past three years. But retailers who got creative – and engaged with their customers in new and innovative ways – surged past the competition. Learn how to boost your retail CX with Zendesk and AWS.
The money in our wallets doesn’t go as far as it used to. Prices are increasing—the cost of low fat milk was around forty five per cent cheaper in December 2021 than today. Meanwhile, the phenomenon of ‘shrinkflation’, a form of hidden inflation, means we’re all paying more and getting less in return. Companies across the board, from small independent businesses right up to the biggest retailers in the country, are finding it hard too.
