11
Viewing support as an open platform powered by data frees companies to build better experiences
02
Customers expect connected data Nearly 70% of consumers expect support teams to collaborate so they don’t repeat themselves. This means companies need to manage customer data across all aspects of the customer experience and ensure that a single record of the customer persists across channels, devices, and requests. Across age groups, customers are most likely to care that companies keep track of data related to their order status and history to ensure their requests get resolved.
• The best technology platforms connect customer data from every business application to capture essential context. • Being able to easily update your technology and agent workflows helps teams keep up. • Embedding support natively into a site or mobile app allows answers without extra customer effort.
Which types of data do you expect your cutomer support agent to have access towhen you are communicatingwith them?
With customers demanding more and more from customer service, it’s critical that companies have the flexibility to own and adapt the end-to- end customer experience. This includes the data platform a business is built on, the technology customers use, and the conversations with agents that this technology facilitates. A support solution must be effortless for customers and agents, easy to change as expectations shift, flexible enough to mold to a business, and modern enough to build out with minimal overhead.
Status of my most recent order (incl. shipping, delivery, etc.)
52%
50%
Order history data
As little as possible; I'm not comfortable with companies having access to my data
28%
Personal details (address, date of birth, gender, etc.)
27%
Recommended items based on my purchase history
20%
17%
Credit card used for last purchase
Recommended items based on my search history
14%
4%
None of the above
0
20
40
60
% of surveyed customers
2019 Zendesk Customer Experience Trends
Made with FlippingBook - professional solution for displaying marketing and sales documents online