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Nearly 80% of customers agree or are neutral about hearing from companies about their orders, company news, sales, answers to questions, and product usage tips. It’s no surprise that customers want to know what your company can do for them. They’re most interested in order updates and bargains.
They are less enthusiastic about companies anticipating their questions, possibly due to bad experiences where they’ve been contacted in a way that was creepy, irrelevant, or misaligned with the problem they faced.
I amcomfortablewhen companies proactively reach out:
Agree
Neutral
Disagree
To provide updates about my purchase To notify me of sales, discounts, or upgrades
60%
30%
10%
31%
54%
14%
With tips on how to use a recently purchased product or service
52%
33%
15%
With news about products/ events I am interested in To anticipate questions I might have
44%
36% 40%
20%
42%
18%
0
10
20
30
40
50
60
70
80
90
100
% of surveyed customers
Less DIY, more automation
The good news: More than two-thirds of agents said they proactively reach out to customers, implying that most companies already understand the importance of engaging proactively to get customers the information they need.
Brazil leads the way in providing proactive engagement, with 85% of Brazilian agents saying they are doing it. Brazilian support teams are most likely to engage proactively, and half of Brazilian respondents say they use messaging apps to contact customers.
Teams that proactively reach out to customers
Does your teamproactively reach out to customers?
24% no
85%
Brazil
68%
UK
68%
US
10% I don’t know
67% yes
67%
Canada
63%
Australia
48%
Germany
0
20
40
60
80
100
% of surveyed customer service agents
The Zendesk Customer Experience Trends Report 2019
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