How High-Performing Companies Deliver - Incredibly Personalized Customer Service Experiences - Contact Us
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How High-Performing Companies Deliver Incredibly Personalized Customer Service Experiences What trends are emerging for support organizations?
A new survey Leveraging your contact center to handle
customer interactions is integral to your
finds keys to company’s success. Companies that offer
world class customer service are able to give
successful customer their agents the right tools so they can deliver
seamless omnichannel support, resulting in
service solutions the best possible customer experience (CX).
The Zendesk Benchmark, a data index of 45,000 companies
using Zendesk across 140 countries, reveals how these standout
performers provide exceptional customer service experiences.
In addition to the Zendesk Benchmark, a survey of customer
service agents, customer experience managers, sales leaders,
and customers in nine countries, discovered strong opinions
on CX and loyalty. Survey respondents also shared thoughts
on how companies utilize customer service solutions.
Read this eBook to discover the survey results and trends
among the best-performing companies referenced in the
Zendesk Benchmark.
2 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved.Keep loyal customers satisfied
through an omnichannel approach
With 74% of surveyed With company loyalty so pervasive, it’s helpful if contact center agents can recognize
returning customers and quickly access a 360-degree view of their history across multiple
customers declaring loyalty to
channels. An omnichannel approach includes different channels such as phone, live chat,
a particular brand, the survey mobile messaging, social, and self-service working in tandem, while preserving context
demonstrates that there’s a across the channels that the customer travels.
great incentive to develop
The number of companies adopting an omnichannel architecture have increased six-fold
loyal customers—and keep
over the past five years. Benchmark data shows high-performing customer service teams
them delighted. are more than twice as likely to employ an omnichannel approach than underperforming
teams. Those companies with omnichannel support resolve tickets three times faster, and
their customers spend 75% less time waiting on an agent to respond.
Source: Zendesk Customer Experience Trends Report 2020. To read the complete survey, click here.
3 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved.Communicate with customers within
the channels they’re most comfortable
Customers want to interact Despite the success of omnichannel contact centers, less than a third of companies
offer self-service, live chat, social messaging, in-app messaging, bots, or peer-to-peer
with their favorite brands
communities. There’s an enormous opportunity to reach more customers, especially
on the same communication Generation Z and Millennials, on social media and with in-app messaging. A recent
channels that they use to analysis pointed out that in July 2019 the combined Millennial, Gen Z, and younger
interact with their favorite generations totaled 166 million and made up more than half of the U.S. population.1
people. Industry trends
Self-service is a win-win for customers and customer service teams. Customers who
indicate those interactions prefer this method get a quick resolution to their issue. And self-service is significantly
do not involve phone calls. less expensive, quicker, and relieves pressure on already taxed contact center teams.
1
“Now, more than half of Americans are millennials or younger,” Brookings, July 30, 2020.
4 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved.Provide quick, personalized support
by using artificial intelligence (AI)
and machine learning (ML)
AI and ML have revolutionized The Zendesk Benchmark data did show adoption and use of Answer Bot by Zendesk
companies doubling over the last two years. Answer Bot is a powerful Zendesk tool
the capabilities of contact center
that uses ML to immediately deliver efficient customer support in response to emails.
agents. Yet 63% of companies Leveraging the Zendesk Guide knowledge base, customers get curated answers to
surveyed are not using this support questions while freeing up agents’ time. The Zendesk Benchmark data revealed
customer service panacea. high performers were twice as likely to use Answer Bot than underperformers.
The survey highlights that younger generations were most enthusiastic about AI, actually
preferring to interact with a bot rather than a human agent if they can resolve their
issues faster through a bot than a human.
5 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved.Engage customers more
effectively with Amazon Connect
To help you employ an omnichannel approach, communicate The result: by adding automation, your Amazon Connect
with your customers in their preferred channels, and provide implementation can engage customers in delightful and effective
personalized and proactive support for all, you can employ conversations without the need to escalate to an agent. You can
solutions from Amazon Web Services (AWS) and Zendesk. track customer sentiment through native real-time analytics.
By preserving and sharing context of customer interactions
Anticipate your customers’ needs and resolve their issues faster across voice and chat, you can empower your customer service
and more efficiently with Amazon Connect. The easy to use representatives to provide more satisfying, proactive, and
omnichannel cloud contact center helps companies provide consistent customer experiences across all channels.
superior customer service at a lower cost. With powerful AI and
ML capabilities, you can design automated experiences and Amazon Connect can be deployed in minutes, versus months,
conversational interfaces. Best of all, you will be leveraging and accessed anywhere through an HTML-5 compatible browser
Amazon Lex, the same speech-to-text and natural language to elevate your customer service experiences and improve your
understanding (NLU) technology that powers Amazon’s Alexa. agents’ productivity.
6 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved.Zendesk with Amazon Connect on AWS
Zendesk is a service-first customer relationship management (CRM) Zendesk support software is designed to facilitate communication,
company built to give organizations of all sizes and industries the reduce friction, and improve the relationship between companies
ability to deliver transparent and responsive customer service. and their customers. Contact centers have a centralized platform
for all customer communication, so conversations are seamless.
Zendesk solutions, working with Amazon Connect on AWS, Guided self-service for common or repetitive questions means
combines advanced contact center capabilities with a sophisticated agents are more productive. Also, information can be shared
ticketing system, giving teams powerful tools for routing, tracking, across the company so agents can collaborate with specialists
prioritizing, and solving customer service interactions. in real time to respond to critical customer issues.
The Zendesk platform has an open and
flexible architecture, is easy to implement,
LEARN MORE
requires less administrative overhead—
and also provides the best total cost of
ownership (TCO) for teams of any size.
7 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved.© 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved. September 2020
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