Since 2019, we've seen many market shifts and changes that significantly affected how people spend and how companies compete for market share. After the pandemic-accelerated growth in some sectors, we expected to see the trends continuing, but recent global events have changed that path. Costs are spiraling, profits are weakening, while even high-income families are choosing budget-friendly options when buying food, clothes, cable services, and travel. This is stirring up the competition and putting an even bigger focus on customer experience as the main differentiator.
Competing on prices will sound tempting for many organizations in the following year, but the surging costs won’t allow for that. This is why you’ll need to come up with alternative ways to retain your loyal customer base and expand it. Take a look at what the Zendesk CX trends report states about the importance of great customer service:
This means that customer service can make or break your success in 2023. The majority of your customers might leave you no matter how much they love your products or services, if they’re not treated as they’d expect. But how do you elevate CX by improving customer service at a time when cutting cost is your focus? We can help with that.
There are many ways in which you can lower the cost of customer service operations while not only maintaining, but actually improving customer experience. Starting with process optimization and investing in digital solutions with almost immediate ROI will improve performance, reduce headcount, and immensely improve customer satisfaction.