What iscustomer service

Customers want to connect with you on the same channels they use daily. According to our CX Trends Report, 30 percent of consumers rank the phone as the top preferred channel for complex and nuanced problems, followed by email (14 percent) and in-person (13 percent). As you can see, it’s a mixed bag, meaning you should have a presence in multiple mediums.

Good customer service centers on forging genuine human connections. Great customer service marries the efficiency of artificial intelligence (AI) with the empathy of human agents, ensuring swift, seamless, and tailored support. Companies that deliver excellent customer service understand that the customer is always human, harnessing intelligent technology to craft experiences with a personal touch.

Proactive customer service is what happens when a business takes the initiative to help a customer before the customer contacts them for help. It means anticipating their needs to avoid issues from sprouting and trying to resolve problems at the first sign of trouble if necessary.

While you must know how to deliver excellent customer service, you also need a blueprint for providing consistent service. Download our customer service philosophy template to build one that guides your support team.

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Showing empathy is one of the most important customer service skills businesses must master. This means engaging in active listening and fully understanding your customers and their problems—not seeing them as an annoyance to handle but as the hero of your story.

Our comprehensive customer service software helps you scale your offerings, stay flexible through change, and create meaningful connections with your customers. With features ranging from ticket routing to performance reporting and everything in between, Zendesk can help you offer an outstanding CX.

Waiting to solve issues after customers complain is like watering your plants once they’ve started to turn brown. Cultivate a healthy relationship by being proactive instead.

Most customers today expect personalization when interacting with a business. They want a company to know who they are, what they’ve purchased in the past, and their preferences. They also expect you to remember all this information—they don’t want to have to repeat themselves.

Think back on a memorable customer service experience. Maybe it was the barista who knew your name and just how you liked your latte. Or, perhaps it was that time you called customer support, and the agent sympathized with you and went out of their way to fix the issue.

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While you must know how to deliver excellent customer service, you also need a blueprint for providing consistent service. Download our customer service philosophy template to build one that guides your support team.

Good customer service is critical for retaining and acquiring customers. Learn how to meet and exceed customer expectations in our guide.

A good customer experience and employee experience (EX) are interlinked. Supporting your team members means equipping them with the tools and processes they need to do their jobs well. Here are a few ways businesses can do this:

There are five essential elements of excellent customer service: understanding customer needs, providing quick service, effective customer service management, being customer-first, and prioritizing data security.

To keep up with customer needs, support teams need analytics software that gives them instant access to customer insights across channels in one place. This enables them to be agile because they can go beyond capturing data and focus on understanding and reacting to it.

Additionally, Virgin prioritized improving its self-help resources and external FAQs. Before the support site upgrade, the company was tracking about 90,000 FAQ views monthly, and now, members are viewing 275,000 self-help articles per month. This massive improvement helps take pressure off Virgin’s support team and ensures customers find the answers they need.

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Good customer service can change customers’ perceptions of a company. It can make customers feel appreciated, help you develop relationships with them, and facilitate business growth. In this guide, we cover 11 ways to deliver excellent customer service and create an outstanding customer experience (CX).

AI is emerging as a non-negotiable for effective customer service. According to the Zendesk Customer Experience Trends Report 2024, 70 percent of CX leaders plan to integrate generative AI into many customer touchpoints within the next two years. Additionally, 3 in 4 customers who have experienced generative AI say the technology will change the way they interact with companies in the near future.

Indigov’s federal customers require the Federal Risk and Authorization Management Program (FedRAMP), a United States government-wide compliance program prioritizing the security and protection of federal information. Zendesk helps the company fully comply with these regulations while improving the customer experience.

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Since partnering with Zendesk, Liberty has delivered good customer service in every interaction. It offers customer support through phone, chat, email, and WhatsApp to meet customers on their preferred channels. Liberty also uses AI to automatically classify and route tickets to the appropriate agent, tackle ticket backlogs, and identify customer sentiment, intent, and language—leading to higher satisfaction and more one-touch tickets.

As customer expectations rise, Zendesk AI enables companies to deliver fast, high-quality service without increasing headcount.…

And with the help of AI, you can meet customer expectations and offer personalized service whenever possible. This can include AI arming your support reps with key customer details to better tailor requests or an AI agent offering relevant product suggestions based on a customer’s past purchase in a support conversation. Our CX Trends Report 2024 revealed that 70 percent of CX leaders believe bots are becoming skilled architects of highly personalized customer journeys.

Virgin Pulse is the world’s largest global well-being solution provider, and it designs technology to cultivate good employee lifestyle habits. The company serves 14 million members with a 15 to 20 percent YoY growth rate, and it knew it needed a partner to help drive continuous process improvements.

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Internal Quality Score (IQS) reflects your customer service quality. Here’s how to define, measure, and improve it over time.

If you can use customer data to learn about their preferences, an agent can recommend products in real time. That kind of 1:1 service can lead to higher customer loyalty and more upsell opportunities.

Designed for main burner and pilot applications requiring precise control of gas flow, our gas pressure regulators feature high-strength aluminum castings and are tested for multi-positional mounting.

On the one hand, customers want businesses to use their information to provide personalized experiences (as long as businesses are transparent about data collection). On the other hand, customers are concerned about how their data gets used and how you will protect it from cybersecurity threats.

Delivering great customer service is hard—you need to balance agent performance, consumer interactions, and the demands of your business. By blending AI with your customer service—also known as an intelligent customer experience (ICX)—you can drastically enhance your CX. For example, AI agents (otherwise known as chatbots) deliver immediate, 24/7 responses to customers. When a human support rep is needed, bots can arm the agent with key customer insights to resolve requests more efficiently.

Customer service isn’t a one-size-fits-all approach. Your customers’ profiles and unique needs should influence how you treat them, the channels you communicate with them on, and more. That said, there are a few universal principles and customer needs you should consider no matter your strategy:

Per our CX Trends Report, when asking agents what would help them do their job better, three of the top five answers were: a single view of a customer’s interactions across all channels, having access to data that allows them to personalize interactions, and utilizing AI tools. So, our research backs up our suggestions as well.

Empathy plays a crucial role in building customer relationships and de-escalating tense situations. Customer service agents need empathy and a good customer service voice to collaborate with customers and find quality solutions to their problems. Empathy is becoming even more important in the age of AI customer service. If your organization embraces this technology, use tools trained on real customer interactions and prioritize human needs, like Zendesk AI.

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On the federal government’s decades-old legacy system, it used to take congressional staff 58 clicks to respond to a piece of constituent mail. With Indigov’s technology suite built on Zendesk, staffers can now respond in just three clicks, and the response time has dropped from 80 days to less than eight hours. As a result, staff can help more constituents, leading to a more prompt and effective government response.

According to our CX Trends Report, 83 percent of CX leaders say data protection and cybersecurity are top priorities in their customer service strategies. Customer data privacy is a rising trend for this year and beyond, so you must prioritize security to ensure your private data stays private.

Bad customer service can sink a business—but for many companies, good customer service just isn’t enough. Here are 11 customer service tips to take your service from good to truly excellent.

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Look for customer service software that offers real-time and historical analytics to help your team take action on what’s happening currently and understand past trends. This can identify areas of development, help you learn how customers interact with your business, and boost your overall customer experience.

So, if you want to improve your customer experience, boost customer satisfaction (CSAT), hit your customer service objectives, and more, prioritize delivering exceptional customer service.

Liberty is a UK-based premium department store retailer that prioritizes fast, friendly, and factual service. But when Ian Hunt, director of customer services at Liberty, first came aboard, the company ran its operations using outdated methods like shared email inboxes. Hunt knew the company needed a modern customer service solution that allowed it to provide great service befitting a luxury brand, so the team turned to Zendesk.

Customers don’t always want to ask someone for help; sometimes, excellent customer service means letting people help themselves. You can invest in customer self-service methods like knowledge bases, FAQ pages, or community forums. This can lead to faster customer resolutions while also taking pressure off your support team.

Since partnering with Zendesk, Virgin Pulse has provided a comprehensive omnichannel support experience through phone, email, chat, Facebook, Twitter, and other channels. This makes it easy for customers to reach out to the support team on any medium and enables agents to manage all conversations in one place and deliver faster service.

Organizations need to embrace customer orientation to elevate their customer service. This means putting customers at the center of organizational decision-making rather than focusing purely on products or profits. An example of this could be collecting customer feedback in every channel and sharing that information across the company to help guide business decisions. When organizations use their customer as their North Star, they can effortlessly deliver an outstanding CX.

Embrace an omnichannel approach to customer service—one that creates connected and consistent customer interactions across all touchpoints, from online customer service to phone calls. This allows you to meet your customers where they are and deliver personalized customer service, no matter the software.

Alternatively, you could embrace our first tip and leverage AI. According to Zendesk benchmark data, AI-driven insights and recommendations can accelerate customer resolutions by 300 percent.

According to Zendesk benchmark data, 81 percent of consumers say the quick and accurate resolution of issues or complaints heavily influences their decision to purchase. Additionally, over 40 percent of CX leaders indicate that the customer experience has an extremely high impact on business growth and customer loyalty.

While you must know how to deliver excellent customer service, you also need a blueprint for providing consistent service. Download our customer service philosophy template to build one that guides your support team.

Indigov is constituent relationship management software that works to advance the future of representative democracy across the United States, from federal and state legislatures to mayors and county councils. Since its inception, the company has leveraged Zendesk to improve citizen and employee satisfaction and protect important data through comprehensive security measures.

It's tough to improve customer satisfaction when it seems like an ever-moving target. Quality assurance helps you take a proactive approach.

Good customer service can change businesses for the better. Organizations that prioritize their customers are more likely to build long-term relationships with them and boost profits. But it’s not enough to deliver good customer service—you need to provide excellent customer service, which we are experts in at Zendesk.

Exceeding customer expectations means keeping pace with customers and providing quick service and speedy first reply times (FRT). That might entail creating an automated response notifying the customer you received their query and are working on their problem. It could also mean quickly calling back a customer who left a message on your customer service line.