The world of work has undergone a seismic shift over the past few years. In 2019, when we last reported on the state of work, the biggest challenge that customer support teams faced was misalignment. Fast-forward to today, and the picture is vastly different: a pandemic disrupted the way that we work and an economic downturn…
Customer service is no longer just a cost center—it’s a core part of your business offering. Eighty percent of consumers now consider a company’s customer experience (CX) to be as important as the products or services it sells. What defines a high-quality experience? Zendesk’s “Customer Experience Trends Report 2020” found that customers continue to cite…
Unwavering customer loyalty is one of the hardest yet most rewarding things for a business to earn. So much depends on creating a delightful experience throughout the customer journey – especially when something has gone wrong and your customer needs immediate help. Thankfully, the tools available to modern service teams have changed the game. If…
These days, when deciding what company to choose—and stick with—customers expect a lot. In Salesforce’s “State of the Connected Customer” report, 60% of service professionals say expectations increased during the pandemic, 48% of customers say they switch brands for better customer service, and 94% say good customer service makes them more likely to make another…
Conseguir una lealtad inquebrantable del cliente es una de las cosas más duras y a la vez más gratificantes que puede conseguir una empresa. Este objetivo, en gran medida, depende de crear una experiencia agradable a lo largo del recorrido del cliente, sobre todo cuando ha habido un problema y el cliente necesita ayuda de…
El mundo laboral ha cambiado radicalmente en los últimos años. En 2019, cuando publicamos el último informe sobre el estado del trabajo, el mayor reto al que se enfrentaban los equipos de atención al cliente era la falta de coordinación. Sin embargo, el panorama actual es muy diferente: una pandemia revolucionó nuestra forma de trabajar y…
The world of work has undergone a seismic shift over the past few years. In 2019, when we last reported on the state of work, the biggest challenge that customer support teams faced was misalignment. Fast-forward to today, and the picture is vastly different: a pandemic disrupted the way that we work and an economic downturn…
Unwavering customer loyalty is one of the hardest yet most rewarding things for a business to earn. So much depends on creating a delightful experience throughout the customer journey – especially when something has gone wrong and your customer needs immediate help. Thankfully, the tools available to modern service teams have changed the game. If…
Unwavering customer loyalty is one of the hardest yet most rewarding things for a business to earn. So much depends on creating a delightful experience throughout the customer journey – especially when something has gone wrong and your customer needs immediate help. Thankfully, the tools available to modern service teams have changed the game. If…
These days, when deciding what company to choose—and stick with—customers expect a lot. In Salesforce’s “State of the Connected Customer” report, 60% of service professionals say expectations increased during the pandemic, 48% of customers say they switch brands for better customer service, and 94% say good customer service makes them more likely to make another…
Le service client n’est plus un simple poste de dépense parmi d’autres dans l’entreprise : c’est l’un des aspects essentiels de son offre. Aujourd’hui, 80 % des clients accordent la même importance à l’expérience client proposée par une entreprise qu’aux produits ou services qu’elle vend. Comment reconnaître une expérience client premium ? Selon Zendesk et son « Rapport 2020 sur…
Le monde du travail a connu des bouleversements majeurs ces dernières années. En 2019, année de publication de notre dernier rapport sur l’état du travail, le plus grand défi que rencontraient les équipes de l’assistance client était le manque de coordination. Aujourd’hui, la situation est bien différente : la crise sanitaire a profondément changé la façon dont nous…