Being polite might seem easy: Someone does something nice, you say “thank you,” right? As it turns out, that all depends on your location. Manners are different all over the world. So doing business—especially providing customer service—in a world brought closer together by technology can be a daunting task.
One thing is sure: you need to treat people with respect. We hope this infographic will allow you to do just that, by helping you navigate the world of global manners.
But be warned, even within many countries, manners will differ from region to region, neighborhood to neighborhood, and person to person. Always do plenty of research when traveling abroad or interacting with customers in countries outside of your own.
The employees that directly communicate with your customers ARE your business, as far as your customers are concerned. Hiring the right people in external-facing jobs like customer service and sales can have a big impact on brand perception, customer satisfaction, repeat business, and revenue. Our infographic explores the challenges companies face in hiring these key positions and what to look for in candidates.
Consumers are becoming more comfortable interacting with companies across a growing number of channels, and as a result, they're demanding a seamless and consistent approach across all those channels when it comes to customer service.
How are companies around the globe doing in implementing omnichannel customer service and sales strategies to meet consumers' expectations? Loudhouse, an independent research agency, surveyed 7,000 consumers in seven countries (U.S., U.K., Australia, Brazil, France, Germany, and Japan) to find out.
Download the full report: The Omnichannel Customer Service Gap
More of a visual person? Check out our infographics:
Bridging the gap: Customer service omnichannel survey (global findings)
Australia omnichannel survey graphic
Brazil omnichannel survey graphic
Japan omnichannel survey graphic
U.K. omnichannel survey graphic
U.S. omnichannel survey graphic
In an effort to appeal to consumer demands for seamless, consistent service across all channels, many companies are now ramping up their omnichannel strategies. How are they doing? Loudhouse surveyed 7,000 consumers in seven countries to find out more about the gap between consumer expectations and what shoppers experience in the real world. In addition to the global findings below, check out our country-specific graphics for Australia, the U.K., and the U.S.
Customer service can be like a game. If so, how do you win? There are many possible paths to take, and many decisions to be made. With your A-game, winning can be a reality. But customer service is also very serious. It affects your customers, team, and business. A single wrong turn can make your customers unhappy and cost your business money. Like an adventure board game, sometimes alliances — between you and your customers — need to be formed to get you across the finish line.
This infographic illustrates how the key to winning the customer service game is to think like your customers and provide a path of least resistance from problem to solution.
Think about when your customers need help the most. Waiting in line? Watching TV? Cooking dinner? Last-minute gift buying? Did you know 45% of U.S. customers are very likely to abandon their online purchases if they can't find quick answers to their questions?
There are probably a dozen other instances you can think of when customers need help and they want it fast. Right-now service is the expectation of customers today — via smartphone, social media, or a company's website. They want to check their accounts, buy products, and find answers to their questions in a matter of seconds.
Companies that provide excellent customer service today are the ones that optimize their self-service to meet the rising expectations of connected customers. Our infographic explores the growing demand for customer self-service.
Consumers are using more channels and devices than ever to research buying decisions, make purchases, and seek customer service. Smart retailers that are focused on customer retention have responded by forging into new channels to meet their customers where they're living.
Now that shoppers have access to their favorite brands everywhere, their expectations are evolving again. The reality is that many consumers use multiple devices and channels at the same time or one after the other, and they expect their experiences with a brand to be consistent across it all. When retailers manage to pull it off, consumers reward them with their loyalty.
Our infographic examines how retailers are building a seamless customer experience by integrating across channels and how they expect their efforts to pay off in terms of customer retention and repeat business.
To celebrate the release of our updated iPad app, Zendesk partnered with Business 2 Community to learn more about our evolving 'mobile morning' routines—asking the site's community members to tell us why and how mobile phone usage has changed their mornings. The responses ranged from almost compulsive checking of email to the creation of the 'bed office.'
Our latest infographic takes us into the bedroom for a peek at what our mobile mornings look like today.
Today, virtually everything that used to tie us to our desks at work now happens on the go, from signing a sales contract to responding to customer inquiries. Companies are embracing the BYOD (bring your own device) trend sweeping through today's businesses, freeing their agents and managers to provide customer service using the mobile devices they already know and love for their personal communications.
Our latest infographic highlights this mobile trend, showing that more than half of Zendesk customers are providing customer service via mobile devices.
On a scale of 1 to 10, one being 'please, anything but that' and 10 being 'this is the best thing that might have ever happened to me,' how much do you like picking up the phone and calling customer service? We'd venture to say the majority of the answers would hover around the lower end of the scale (with some wishing that negative numbers were also an option).
Unfortunately, there's a bit of a stigma around being a customer service rep. Yet, a recent customer service survey conducted by callcentres.net and Forrester Consulting found that most folks pick up the phone more than any other channel when they need help. Even more compelling, 79 percent of those surveyed listed voice conversations among their preferred support channel (only 33 percent said email).
Clearly there's something about talking to a good ol' fashioned human being that's hard to beat. It's why Zendesk recently launched its Voice feature, which gives both customers and support agents a reason to pick up the phone instead of hanging it up.
It's phone support for the 21st century. Let's take a look at how we got here!
There was a time when customer support meant you told a shop owner your issue with what they sold you, and they either decided the problem was for them to fix or your own damn fault. But then the telephone was invented and everything changed. Call centers emerged, phone trees were born, and suddenly there was no way around pressing '1' for one thing and '2' for another. It's actually pretty interesting stuff.
So when you find yourself wondering how on earth hold music came to be, and why it always seem to be smooth jazz, let this little history lesson fill in some of the blanks.
No one relishes the thought of having to phone up a support agent to have their issue resolved. The long hold times, the endless maze of menu options, and the dread of getting transferred to a dizzying stream of agents and having to retell your story every single time. Ugh.
But guess what? Companies don't relish the thought of phone support either.
As the infographic below shows, the cost of phone support and building out traditional call centers is expensive. The average cost of an inbound call is $5.90. Sounds pretty low, until you consider that call centers on average field about 45.4 billion calls per year. And as their company grows and their number of support agents increases, it can be difficult to scale the kind of personal customer support they had at the beginning. Plus, building out call center can often take months to get ramped up and require and intense amount of training.
Yet, phone support continues to be the most popular support channel. Customers continue to have more faith that a live human being can help them more than anything else. And organizations know that phone support is a support channel they can't ignore. It's more trustworthy and makes it easy for customers to talk through what can be complex and technical issues. Fortunately, Zendesk Voice is resolving the decades-long battle of making phone support an enjoyable, efficient, satisfying, and even fun experience. Yes, we said fun. It might be the most traditional channel for support, but it's finally time for having an untraditional way of tackling the enigma of how to provide successful phone support. Because phone support isn't going anywhere.
In this bold new era of online support, companies have had to get much more proactive about customer support. It's why we launched our Customer Satisfaction Ratings feature which enables companies to collect feedback from their customers, analyze that feedback, and fix any issues immediately. In some cases, we hope it can help companies revamp entire business processes in order to meet the needs of their customers.
This infographic should also help you get an idea of what customers are looking for when they find your company's website and start clicking around. Print this out and grade yourself. Be honest! Have your employees fill out a card as well, especially your customer support team. Great support can only come with great understanding of your customers needs. And when it comes to this little pop quiz, anything less than A+ should be unacceptable!
Even if Don Draper himself fleshed out your latest ad campaign, nothing can replace the incredible value of providing customers with the best possible customer experience. Think about it, if you went to the fanciest restaurant in town and everyone treated you poorly, would you go back?
With peer-to-peer reviews carrying even more weight thanks to the power of Facebook, Twitter, and the barrage of other social media channels rising in popularity at breakneck speed, it's never been more important to invest in customer service. Because, hey, bad news travels fast.