Customer service is often perceived as a cost - a function that is there to solve problems. But that picture is outdated. We at Available see customer service as a strategic key function that is central to customer loyalty, revenue and competitiveness.
CX has become the company's most important competitive parameter
A new reality has emerged: 80% of companies now compete primarily on the customer experience (CX). And for good reason, because the numbers speak for themselves:
- 73% of customers say that CX is the most important factor when they choose between brands.
- 49% of customers have left a preferred supplier solely because of poor customer service.
Companies that succeed with their customer service see 60% higher profit and up to an 80% increase in revenue. For us, this is proof that CX is a real driver of growth.
From cost center to growth engine
When you work strategically with customer service, things begin to shift. You reduce customer churn, get better data for product development, increase employee satisfaction and create loyalty that makes marketing and sales easier and cheaper.
The strategic foundation: Data, AI and scalability
To operationalise this approach, we recommend three cornerstones:
- Data and integrations: By gathering customer data across silos, you get a unified picture of the customer journey, which enables more personal and effective support.
- AI and automation: AI is already here and frees up time, ensures fast responses and makes customer service scalable. 80% of leaders already report improvements after implementing conversational AI.
- A platform that can grow with you: A flexible platform such as Zendesk provides the best framework for building structure, scalability and AI into support and empowering your employees.
At Available, we help with everything from advice and strategic CX design to the implementation of Zendesk, AI and automation. We know how to make it work in practice. Let us have a chat about how customer service can become a growth engine in your business in particular.
Read the full article at: https://www.available.dk/mere-end-zendesk/kundeservice-er-ikke-bare-support-det-er-en-strategisk-funktion