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Zendesk_eBook.pdf
- 1. 1 EBOOK: BUSINESS GROWTH Drive CX efficiency through business growth ZENDESK EBOOK
- 2. 2 EBOOK: BUSINESS GROWTH Contents Introduction 1 Challenges to CX that scaling creates 2 The role of technology 3 Empowering customers with the right CX platform 4 Build efficiencies throughout your organisationCX 5 A good CX foundation can drive efficiency and agility 6 Partnering with the right team 7
- 3. 3 EBOOK: BUSINESS GROWTH Introduction Companies experiencing growth are in a constant race to scale their systems, processes and operations to meet increased customer demand. That’s a lot easier said than done. Many businesses make near- fatal mistakes that send them all the way back to square one. Scaling can create many different problems when it comes to customer experience. As companies try to serve more customers, they sometimes lose the capacity to give each one the best possible service. An often forgotten strategy is that giving customers the power to resolve problems on their own is one of the best ways to boost loyalty. A failure in either area can lead to frustrated customers who might simply choose to leave your page and go elsewhere. With the right tools, you can streamline all your processes and make your service teams more efficient. You also make sure you’re delivering the best customer service to every person that visits your site. That’s where Zendesk comes in.
- 4. 4 EBOOK: BUSINESS GROWTH Challenges to CX that scaling creates The best customer service strategies are the ones that anticipate customer needs before they happen and provide solutions with one click. But without the right tools in place from the beginning, your customer service might be overly reactive — able to respond to customer needs, but only after problems occur, not before. If you can’t anticipate customer needs, that can magnify CX problems as your customer base grows, leading to serious issues for your organisation down the line. More customers means bigger and more complex problems. You might not have the capacity to handle the increasing numbers of orders and interactions with customers yet. Hiring more people would be too expensive, as engorged teams can tie up too much of your operating expenses
- 5. 5 EBOOK: BUSINESS GROWTH The role of technology Technology is the antidote to many of the problems. Having the right CX platform can make it much easier for you to field a greater number of customer needs and queries. Your agents won’t need to spend too much time working through routine customer requests, making them more efficient and productive. AI solutions like Zendesk’s Answer Bot provide pre- packaged answers to common queries based on the experiences of other customers in the past. This might be all that’s needed to work through an issue. If not, it’ll help your agents get a better sense of the problem before making contact. All of this helps your agents spend less time on each customer, meaning each one can devote more of their time to tasks (or other queries) that are more involved and require more attention.
- 6. 6 EBOOK: BUSINESS GROWTH Empowering customers with the right CX platform There are other possible upsides, too. One of the beauties of using a CX platform like Zendesk is that customers feel empowered to find the information they need without having to reach out to a customer service agent. Bots, widgets and other embeddables are excellent CX tools because they empower customers to find the answers they’re looking for on their own - without even having to navigate away from the page they are on. For most people, nothing is more annoying than having to stop their day to call customer service. Messaging is another powerful function that can help you here. Many customers — especially the digital natives — like using messaging because doing so feels more natural, an extension of the tools they’re already using to communicate. The added benefit to your team is the ability to handle many more requests at the same time. Customers who can’t easily resolve issues themselves right on your platform are much more likely to go elsewhere than they are to report the problem. A seamless CX makes it easy for them to get all the answers they need fast, and that can pay serious returns in customer loyalty.
- 7. 7 EBOOK: BUSINESS GROWTH Build efficiencies throughout your organisation The right solutions should do much more than just help you serve customers — they should also make all your operations across your entire company more efficient. That means streamlining all communications and workflows between different people and reducing internal friction. Technology has an important big-picture role to play, too. Agility is the key for long-term future growth, and technology should play a key part in driving your organisation’s agility. That means scaling up during periods of really high demand, implementing “test-and-learn” approaches for new initiatives, and using live analytics to help you pivot when things aren’t going according to plan. Beyond streamlining your processes and driving your organisation’s agility, you can also build efficiencies into each aspect of your business. When you’re handling so many different customer requests and queries, it can be too easy to lose that information if you don’t have it all accessible in a central platform that pulls from all your other ones. This avoids the need for your agents to look in multiple locations in order to answer a customer query, saving time.
- 8. EBOOK: BUSINESS GROWTH A good CX foundation can drive efficiency and agility CX has never been a more important part of deepening customer relationships and staying competitive. And that’s been especially true since the start of the COVID-19 pandemic. Companies need to ensure the same high-quality customer service even when their business scales so they can continue to serve a rapidly expanding customer base. Organisations also stand to make major gains when it comes to agility. Increased agility makes you better able to scale without facing the usual challenges that come with doing so. You can also test new initiatives and adjust your systems and operations whenever you need to. All of this helps boost customer satisfaction, which will pay off later in increased customer loyalty (and, ultimately, ROI). 8
- 9. 9 EBOOK: BUSINESS GROWTH Partnering with the right team Scaling isn’t easy. It comes with a whole host of challenges that can make it difficult to meet your customers in the same way you always have. But with the right tools on hand, you can scale your business without causing customer experience to take a hit. The Zendesk platform gives you the ability to easily, seamlessly and efficiently scale your business while ensuring the same top-quality customer service for each one of your customers. It comes equipped with all the digital features you need to anticipate customer concerns before they arise and deliver the right solutions to empower them to resolve issues right on the page. Don’t fall behind. Start the journey of transforming your customer experience. Get in touch with one of our agents today.