Gartner examines customer experience innovation for 2017

Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the right information. That’s why analytics are important—they enable you to make educated changes to your organization, rather than changes based on opinions.

The use of customer analytics to improve the customer experience has become an area of increasing focus for organizations. According to Gartner, “By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience.”

To distinguish your organization from others, the use of data to improve how your customers interact with your company is crucial. Gartner’s Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map explores the customer experience projects of numerous organizations, as well as what makes them successful.

Gartner’s report discusses:

  • New and Continuing CX Improvement Projects in 2016
  • Projects With the Biggest Impact on Customer Experience in 2016
  • CX Projects Planned for 2017
  • Customer Experience Technology Investment Increases for 2017
  • Customer Analytics Priorities for 2017
  • Plans for Emerging Technologies in Customer-Experience-Related Projects
  • Measuring the ROI of CX Improvement Projects

To learn more about the customer analytics technology customers are investing in, access a complimentary copy of Gartner’s report Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map for a limited time.

Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map, N. Ingelbrecht, O. Huang.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner: Knowledge Management Will Transform CRM Customer Service

Knowledge management can make or break your organization’s customer service. Not only can it impact productivity and profit, it can also affect customer and agent satisfaction.

But what exactly is knowledge management? According to Gartner, knowledge management is “a discipline that emphasizes an integrated approach to managing an enterprise’s knowledge assets: the information available to an enterprise about its “best practices,” critical business processes and operating environment.”

Proper knowledge management and self-service can help:

  • Reduce support costs
  • Improve your company’s ability to answer customer questions
  • Increase customer satisfaction

According to Gartner, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction.” In this report, Gartner covers the impacts of good knowledge management as well as KM recommendations, such as how to focus on people and processes.

Download Gartner’s Knowledge Management Will Transform CRM Customer Service and learn how to create a knowledge management culture within your organization.

Knowledge Management Will Transform CRM Customer Service, M. Maoz, 9 November 2016.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

From Cost Center to Profit Center: the Potential ROI of Zendesk

Our 30 minute webinar discusses The Total Economic Impact™ of Zendesk, a December 2016 commissioned study conducted by Forrester Consulting on behalf of Zendesk that examines the costs and benefits of Zendesk. Among other important findings, the report reveals that Zendesk can have an ROI of 365% over three years.

This webinar also features a guest from New Balance, a Zendesk customer who participated in the study.

Learn how Zendesk's benefits outweighed costs in the following areas:

● Increased agent productivity
● Deflected customer interactions
● Improved agent experience and retention
● Avoided maintenance costs of previous platform

Ian JacobsIan Jacobs serves customer service application professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers and. His research keeps a sharp focus on both customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications, and is a frequent speaker at industry conferences.

Streamlining Customer Service with In-App Support Solutions

customer support value

It’s no fun encountering a bug in an app when you’re in the midst of a battle or playing around with a snazzy filter. Unfortunately, that can’t always be avoided. App publishers, however, can be better prepared by offering in-app support so users can get help when they need it most.

According to an IDC report commissioned by Zendesk, as end users gravitate to mobile devices, customer service applications follow accordingly. IDC predicts that mobile-based CRM will reach nearly $830 million in 2020. It makes sense that as more customers rely on mobile apps, customer support will reach them in those apps. The reasons for this include the following:

  • Real-time response to customer requirements
  • Shift to interactions when, where, and how customers want
  • Multichannel support that is consistent across channels
  • Proliferation of mobile devices
  • Customer engagement through branded mobile applications
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    In the report, Streamlining Customer Service with In-App Support Solutions, IDC lays out the how providing in-app support allows companies to provide customers with the quick, frictionless support they are increasingly expecting. The report also includes cases studies of how companies like Swiftkey are accomplishing this with Zendesk.

Uncover the true value of your customer support organization

customer support value

Uncover the true value of your customer support organization with the technology trends that matter most in 2017.

A recent survey by Gatepoint Research finds that 51% of Gatepoint survey respondents stated their leadership team views customer service as a potential competitive advantage. However, uneven service continues to be the main cause of customer frustration.

Download this free report to uncover key trends affecting your customer support organization and learn why:

  • Raising customer satisfaction scores is what matters most to them
  • Uneven service continues to be the main cause of customer frustration
  • Current customer support systems are hard to use and difficult to integrate

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service. In order to improve operations and deliver excellent customer service, businesses are taking on a customer-centric and technologically driven approach.

However, as self-service and digital interactions increase, it’s important for businesses to continue to build good customer relationships and foster lasting emotional connections.

Forrester’s report, 2017 Customer Service Trends: Operations Become Smarter and More Strategic (January 27, 2017), summarizes the top 10 customer service trends of 2017 that can help your business deliver excellent, human-centric customer service and, as a result, build customer loyalty, lifetime value, and advocacy—all of which positively affect top-line revenue.

Access your complimentary copy of Forrester’s 2017 Customer Service Trends:
Operations Become Smarter and More Strategic.

Gartner's FrontRunners Quadrant for Help Desk Software

If you’re a small business software buyer, your decisions can have a direct impact on your company. It’s important to consider your company’s needs in addition to the value and capability of each software.

Gartner is known as a key source for enterprise decision makers when identifying, evaluating, and selecting business software vendors, however, there is a newly launched FrontRunners quadrant powered by Gartner Methodology.

http://www.softwareadvice.com/help-desk/#top-products
FrontRunners scores and graphic are derived from individual end-user reviews based on their own experiences, vendor supplied and publicly available product information, and do not represent the views of Gartner or its affiliates.
 
The January 2017 FrontRunners for Help Desk Software is a data-driven assessment identifying products in the Help Desk Software market that offer the best capability and value for small businesses. That means no analyst interpretations. According to the FrontRunners methodology, “Data sources include user reviews and ratings, public data sources and data from technology vendors.” That way you can decide which help desk software system is best for your business for yourself.

To learn more about leading help desk software systems, access your complimentary copy of FrontRunners for Help Desk Software, January 2017.

Gartner Predicts 2017: CRM Customer Service and Support

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions.

Customer service is going digital, and more and more customers expect seamless mobile support. With analytics and AI, support teams can tailor interactions to a customer’s needs and manage workflow and resource allocation. According to Gartner, “By 2018 50% of agent interactions will be influenced by real-time analytics.”

How will leaders in customer service improve customer experience with analytics and AI, and how will investments in these pivotal trends affect prospective employee skill sets and future roles?

Gartner’s key findings include:

  • Artificial intelligence (AI), a topic of interest for over 20 years, is at last finding rapid uptake as a tool to provide better customer service.
  • In addition to the power and productivity of AI harnessed for customer service, AI and automation will also disrupt the jobs of over a million customer service agents over the next four years.
  • Consumer messaging will overtake social media as the point of origin for customer support requests.
  • The use of virtual customer assistants (VCAs) will jump by 1,000% by 2020.

To learn more about Gartner’s predictions, analysis, and recommendations on using analytics and AI to deliver great support, you can access your complimentary copy of Gartner Predicts 2017: CRM Customer Service and Support.

Gartner Predicts 2017: CRM Customer Service and Support, M. Maoz, J. Davies, J. Sussin, O. Huang, and B. Manusama, N. LeBlanc, J. Robinson, 7 November 2016.

Forrester: Pinpoint opportunities for better customer service

In today’s customer-centric world, technology constantly challenges and transforms how businesses interact with customers. The question is, how can you make sure your business engages customers the right way? Are you giving them a reason to stay loyal?

Forrester’s report, Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service, offers insights that will help you establish a strategy, lead your customer service agents more effectively, and select the right technologies for better customer experiences. Included in the report is Forrester’s assessment tool for customer service.

Forrester’s December 2016, Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service, includes Forrester’s assessment tool for customer service to help you understand how your organization stacks up against more than 150 best practices that drive customer retention, customer loyalty, reduced cost, and increased revenue. This framework will help you:

  • Define strategy
  • Gain executive buy-in
  • Build stakeholder consensus
  • Manage customer service agents more effectively
  • Select the right technologies for loyalty-creating customer experiences

IDC: Supporting Customer Experience Initiatives Through Productivity and Process

IDC: Supporting Customer Experience Initiatives

The customer experience is no longer limited to a single interaction. Today, the customer experience is an extended process that spans the lifetime of a customer’s relationship with your business. These relationships can last for the length of one phone call or many years. That’s why making each touchpoint of the customer experience satisfying is an imperative facing organizational leaders.

How do organizations ensure a quality customer experience? It starts with the employees who interact with customers every day. A positive employee experience works hand-in-hand with a satisfying customer experience.

A new research report authored by IDC analyst Mary Wardley discusses the importance of the customer experience, and the impact a good agent experience has on that goal. Wardley also takes a close look at how Just Eat, Medidata Solutions, and NatureBox have effectively utilized tools to support service and contact center agents in the pursuit of delivering a superior customer experience.

According to IDC, “A proactive pursuit of changing the organizational perspective to one based on the precepts of customer experience holds many benefits to the organization.” This report will help organizational leaders foster this change by:

  • Describing the modern customer environment. Today, customers engage in extended relationships rather than single interactions with organizations, creating the customer experience. Moreover, the channels that facilitate communication between customers and organizations are evolving and proliferating.
  • Detailing the top three important factors in achieving customer support, from both the customer and support agent perspectives.
  • Analyzing the agent experience and its relationship with satisfying support. IDC explains what leaders need to do to improve agents’ efficiency and retention, a company-wide effort.
  • Explaining the key role integrated internal systems, namely software, plays in a satisfying customer experience.