Customer Experience (CX) - Customer Service & Support

The importance of a good customer experience (CX) for growth and loyalty

Customer Experience (CX) is your customers' overall perception of your company or brand throughout the purchase journey. It is the result of every interaction a customer has with your business; from navigating your website and purchasing a product or service from you to receiving what they bought from you and talking to customer service.

The benefits of delivering great customer experiences are:

·        increased customer satisfaction leading to

·        increased customer loyalty and

·        positive reviews and recommendations

·        upsell and growth

The ever-increasing importance of a good CX is closely linked to the trend towards customers interacting more and more with businesses, through a variety of channels. From websites and apps, to digital and analog marketing and social media.  This results in a more complex customer journey. You need to be able to offer unified experiences across all channels and make the jump from one channel to another not noticeable. By and large, there are three perspectives: the customers' actual and perceived experience, the experience designed by the organization, and what is jointly created in this interaction.

To succeed with Customer Experience, your organization needs to understand your customers' needs and wishes and deliver the experiences that matter most to them, when they need it. Creating and delivering personalized customer experiences means that they not only become loyal to your company, but also tell others about you – and it's the most valuable form of advertising there is.

Improving your CX is a process that is largely about a change in attitude and getting to know your customers better. Getting this deep knowledge of customers is not something that just happens. It comes from gathering insights from all customer contact points and channels throughout your organization. It's about collecting lots of relevant customer data across different channels and extracting valuable insights from this data with speed and precision.  

Successful companies understand which experiences are most important to their customers and deliver exactly the experiences that customers consistently expect, while focusing on the experiences that most easily turn into positive memories. For a brand that wants to strengthen its value, there are no shortcuts: It's about offering great customer experiences!

Zendesk

Zendesk is a world-leading customer service, support and case management platform that offers a complete customer service solution with lots of smart features and integrations that make it extremely easy to use and scalable. Zendesk is designed for growth and, thanks to its fixed price per agent, offers cost-effective customer service whether you are a small, medium or large company.

Freshdesk

Freshworks is something of a visionary in the industry and in recent years has made great strides in digital customer service, customer success management, established IT and HR support solutions. Their Customer Service Suite product allows you to manage and provide support from an easy-to-use interface and communicate with your customers across all channels, at any time. The functionality is thorough and solves all the problems that you tend to encounter with multi-channel support. The system allows administrators to easily create sophisticated workflows for email, telephony, messaging, social media and other modes of contact. The solution can then be easily scaled up to offer your customers the best service and support.