“Companies offering omnichannel support resolve tickets more than three times faster, and their customers spend 75% less time waiting for agents to respond.”
That’s what it says in the recently released Zendesk Customer Experience Trends Report 2020. Zendesk’s annual CX trends report is always highly anticipated, because it’s based on a big data set from 45000 companies of all sizes across the globe. Many people in customer service, etc. therefore view the report as a good indicator of emerging international trends. Also, it contains a lot less marketing hot air than other similar reports.
The report confirms that multi-channel – or omnichannel as Zendesk calls it – customer service is much more efficient than traditional, single-channel service, typically over the phone. When you add communication channels like chat, e-mail, or social media to your customer service portfolio, your organization as well as your customers benefit big time, especially if you allow your customer service agents the luxury of being handle all of those communication channels efficiently in a single solution.
That ability is called unified communications, and that’s what Zylinc does: We provide a single software solution, in which your customer service agents can handle all phone, chat, e-mail, and social media inquiries, so that they don’t need to have lots of different applications open in order to be able to handle all the different types of inquiries.
What’s more, because the Zylinc solution unifies all the channels, you have complete history and statistics for all inquiries in one place, which makes it much easier to analyze and optimize workflows. And before you ask: Yes, Zylinc has the required features for complying with GDPR and other data protection regulations.
Increases collaboration and helps provide instant answers
Zylinc has an open architecture, which means that Zylinc can integrate with virtually any CRM system, support ticket system, database, etc. This is important for your customer service. Why? Because it means that when you get inquiries, Zylinc can automatically look up relevant information from such systems and display it on your customer service agents’ screens, right where they handle the inquiries.
Your customer service agents automatically have the information they need to help customers – for example customers’ order history or account information – right at their fingertips. This greatly helps your agents resolve inquiries quickly, without the need to transfer them.
According to the Zendesk report, that fact is hugely important too, because “… companies need to put data to work across teams, using shared tools to engage with customers from the initial sale throughout their experience with a product or service. Findings show that more than 70% of customers expect companies to collaborate on their behalf, and 68% of customers are annoyed when their call is transferred between departments.”
Isn’t it great when a 3rd-party report confirms that what you’re doing (at Zylinc we’ve been doing unified communications solutions since 2005) totally matches the current trends?
Morten Müller is Documentation & Localization Manager at Zylinc’s HQ in Denmark.