In an era ruled by superior customer experiences and businesses converging towards being more customer-focused, digital transformation is a priority for all top business leaders. But not all digital transformation efforts yield successful outcomes. Organizations don’t always see the expected results immediately and often lose the stamina to witness the sustained impact of digital transformation. At times, these digital adoption projects are even halted due to specific challenges along the way.

Approximately 96% of business leaders reported that focusing on agent experiences makes it easier to retain top talent. That’s not all. An astounding 87% of business leaders also shared that prioritizing employee happiness will give them a competitive advantage. Despite these findings, only 19% of companies have made agent experience their strategic priority. As a result, poor agent experience contributes to high turnover rates, especially for contact center agents.

A toll-free number, an email address, and a bunch of office addresses arranged randomly. If that’s your idea of a ‘Contact Us’ page for a business website, then you’re losing out on a lot of valuable opportunities with your contact us page.

A customer’s journey begins much before they become your customers. If you wish to grow a loyal customer base, you need to understand how to deal with different types of customers. You can categorize the different types of customers by identifying the specific needs of each potential customer or customer segment. Search for your brand on review websites or social media. You’ll get a bunch of different reviews & reactions to your products and services from customers.

A knowledge base is the perfect solution to avoid repetitive customer queries that reach your help desk, deflecting an overwhelming amount of support tickets for your customer service team. By building a knowledge base, your users can solve their own customer support issues, sparing you time and resources to deal with more complex inquiries. A good knowledge base is thoughtfully curated and organized with the audience in mind, allowing easy access to the information stored.

According to Freshdesk’s Future of CX report, the pandemic has forced consumers to adapt to digital channels. While the consumers of 2022 prefer digital-first experiences, they expect service providers to keep up with quality customer service across channels. As companies revisit their customer service strategy, they can take a leaf out of companies that get customer service right.

One of the primary responsibilities of a customer support manager is to monitor your team’s performance and help them deliver outstanding customer service efficiently. A customer service dashboard is the perfect tool for you to track your support team’s efficiency and also know how happy your customers are with the support you offer.