The Multi-Channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast changing technical landscape of customer communications.

Zendesk recently commissioned research firm, Loudhouse, to explore this important and perplexing challenge. The research conducted illuminates four key trends of which important conclusions can be drawn:

  • Multi-channel customers are less patient and expect more than they did five years ago.
  • Multi-channel use has increased considerably in three years, with more diverse channels available to customers.
  • Customers are developing distinct expectations for each support channel.
  • Higher expectations are balanced by a more relaxed approach to sharing personal information—but only if doing so improves service.
    This report explores these key areas further, providing deep insight for businesses keen to stay ahead of their competition through improvements in their customer service strategies.

Union+Webster: The value of conscious consumers

The common good is something we can (hopefully) all get behind. In an ideal world, everything we do as a society would be done with purpose and the good intention to improve the communities we live in. Think along the lines of Patagonia’s record-breaking effort to donate 100% of their Black Friday sales to grassroots nonprofits—nonprofits that work to protect our air, soil, and water for future generations.

While there is always room to improve the communities we live in, there has been a clear rise of more conscious consumers—people exercising their purchasing powers with purpose and good intentions for the common good.

It makes sense. Why not buy from a company that works to improve social, labor, and sustainability issues over one that doesn’t? According to Union+Webster’s In Good Company: the Value of Conscious Consumers, “77% of consumers prefer to purchase from companies that demonstrate community responsibility.”

As more and more people consume with care, it’s important for businesses to do good and improve the communities they operate in.

You can learn more about about the importance of the conscious consumer in Union+Webster’s In Good Company: the Value of Conscious Consumers.

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

Forrester examines potential ROI of Zendesk

Upgrades, upgrades, upgrades. Everyone is doing them so you ask yourself, should your business upgrade systems too? It seems like there’s always a better version, or a better type of software. While implementing new and improved systems can help your business scale and save your company money, it’s important to know if new software is worth the transition.

Zendesk recently commissioned Forrester Consulting to conduct a study that evaluated the financial impact of Zendesk on organizations. Forrester interviewed five customers and conducted a financial analysis. In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.1 million.

Benefits outweighed costs in the following areas:

  • Increased agent productivity: Organizations reported a 15-second improvement in average call length each year.
  • Deflected customer interactions: Self-service interactions reached 20% of total interactions and for each self-service deflection, approximately $15 per interaction was saved.
  • Improved agent experience and retention: Customers reported a reduction in agent turnover of more than 15%.
  • Avoided maintenance costs of previous platform: Consultants were no longer needed to support the previous agent platform, resulting in an average savings of $150,000 per year.

Make sure Zendesk is right for you. Read about the potential return on investment from implementing Zendesk’s family of products in Forrester’s The Total Economic ImpactTM of Zendesk, a December 2016 commissioned study conducted by Forrester Consulting on behalf
of Zendesk.

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Odds are you've heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an avid user of a few.

With the emergence of yet another form of communication, people are spending more and more of their time in social messaging apps. The Gartner report cites, “eMarketer projects that 2.19 billion consumers will use consumer messaging apps by 2019.” Social messaging apps are quickly becoming another space for businesses to meet customers and exceed support expectations, as well as to explore deeper and sophisticated methods to engage your customers.

Gartner’s report, Top Use Cases and Benefits of Consumer Messaging Apps for CRM, offers the top messaging app use cases to learn from, the benefits of consumer messaging apps, and recommendations for businesses, including how to:

  • Increase brand recall with consumer messenger advertisements.
  • Deflect support costs by solving customer issues over consumer messaging applications.
  • Explore ways to generate new business using consumer messaging apps for digital commerce

Access your complimentary copy of Gartner’s Top Use Cases and Benefits of Consumer Messaging Apps for CRM.

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM, J. Sussin, 3 August 2016.

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.

Gartner: CRM Applications Will Fail Without Consideration of Customer Empathy

Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward if you don’t also build customer empathy into your customer process design. According to a recent report* by Gartner, “Through 2020, businesses that deploy CRM technology in such a way that it reflects empathy toward the customer are three times more likely to fend off a digital disrupter.”

While it’s still early days for being able to measure the economic impact of empathy in business, it’s worth noting that companies that have successfully disrupted existing business models did so because of the empathy they felt for customers dealing with inefficient processes and experiences.

The report explains why it will be important for CRM leaders to:

  • Highlight the potential impact of empathy on existing business models and obtain support from executive leadership to make systems empathetic.
  • Focus technology and process investment on empathetic improvement.
  • Use the voice of the customer (VoC) initiative to glean a critical understanding of what will drive customer empathy.

Access your complimentary copy of Gartner’s CRM Applications Will Fail Without Consideration of Customer Empathy (August 2016)

*Gartner, CRM Applications Will Fail Without Consideration of Customer Empathy, Michael Maoz, August 2016

Gartner's The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical

There's no denying it, businesses that want to prioritize customer experience will need to make big investments in customer analytics solutions. In fact, according to a recent Gartner report, "by 2018, 50% of agent interactions will be influenced by real-time analytics".*

For organizations to make the most of the technology offered, they must understand which data strategies and metrics are most impactful for improving the customer experience. Gartner offers insights for improving customer experience:

  • Customer analytics has taken an important role in improving the customer experience.
  • A majority of businesses will invest in customer experience technology in 2016.
  • Measuring customer experience is an ongoing obstacle for many organizations.
  • Both predictive and prescriptive analytics are necessary for a thorough understanding of the customer experience.

Access your complimentary copy of Gartner's The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical (May 2016).

*Gartner The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical, Nick Ingelbrecht, Olive Huang, Julie A. Meyer, May 2016

Improve employee satisfaction in just a few clicks

It’s an unspoken goal of all companies: attract the best workers you can and then keep them happy. In many companies, that job -- and everything related to it -- falls to HR. In its 2016 Global Human Capital Trends report, Deloitte asserts that HR needs to move toward more “human-centered design” if it wants to improve employee productivity, engagement, and satisfaction within HR services.

It makes sense. Today’s professionals live and work in an increasingly digital world and demand instant access to information via multiple channels. HR tools that cater to this reality improve employee productivity (good for business) and satisfaction (good for people and business). But too often these tools are applied to only one or two functions, such as payroll and benefits.

A new report, “HR’s Shifting Service Mindset,” explains how implementing an HR Help Desk solution as a supplement to other HR operations significantly increases employee engagement and satisfaction-- putting it front and center when it comes to business tools that effect real change.

The report includes case studies and expert insights that illustrate:
● Why the status quo isn’t working anymore
● What a new approach looks like
● How customer-centric HR Help Desk positively impacts employees

Nucleus Research: Zendesk yields high ROI for Trustpilot

Trustpilot and Zendesk ROI - Nucleus Research

Founded in 2007, Trustpilot is an international provider of user-generated reviews of online businesses with customers in more than 60 countries and users in twice as many locations. Trustpilot connects potential customers with the experience of others to help consumers make informed decisions. Prior to Trustpilot’s 2012 adoption of Zendesk, support staff was using information e-mail and Google Docs to track review-related inquiries and cases. They realized it was time to formalize and modernize their review process and chose Zendesk as the cloud-based solution that would help them improve the customer experience.

According to a report published by Nucleus Research, Trustpilot’s use of Zendesk has yielded a return on investment of 1272 percent and a cost benefit ratio of one to three. For Trustpilot, this means an average annual benefit of more than $428,000. How do they receive such a high return? This report includes:

  • Trustpilot’s story—from inefficient e-mails and Google Docs to the implementation of Zendesk
  • The reasons Trustpilot chose Zendesk to automate the help desk process, support multiple sites and languages, maintain the quality and reliability of their reviews, and sustainably scale for future growth
  • The key benefit areas, both direct and indirect, that lead to Trustpilot’s high return on investment
    Key cost areas considered in calculating Trustpilot’s return on investment