According to the Zendesk CX Trends 2024 report, 80% of consumers expect assistance from chat agents and customer service representatives for all their needs. The distinction between customer support and sales is becoming increasingly blurred. We believe Zendesk can assist businesses in navigating this evolution.
The traditional boundaries between customer support and sales are rapidly fading, with modern consumers seeking help transcending these previously distinct roles. Sales representatives are now expected to handle customer service inquiries, while customer service agents are increasingly involved in sales activities. This shift has led to a trend of hybrid employees who seamlessly navigate between sales and customer service tasks, or in larger companies, support and sales teams working closely together.
From a customer service perspective, Zendesk can help businesses achieve this hybrid approach and break down silos between different teams to foster better collaboration. Here are some ways this can be accomplished:
Shared knowledge and close collaboration:
- Internal FAQs and standardized response templates provide step-by-step guidance on predefined workflows.
- Collaboration tools within Zendesk for easy knowledge sharing, such as the ability to reach out to sales via email, Slack, or Teams from a ticket.
- Give sales representatives light agent access to Zendesk so they can assist in resolving issues.
Enhancing the customer journey with chatbots:
- Chatbots and automated responses can reduce the workload on customer service teams and ensure immediate responses to customers.
- Chatbots can guide customers through the purchasing process by offering relevant product information and assistance with purchases.
- Based on the page the customer is on, chatbots can send proactive messages that may increase the likelihood of a sale.
Improving the customer journey with AI functionality:
- AI can assist customer service representatives in formulating responses and/or actions based on previous interactions, leading to more satisfied customers and increased revenue.
Integration between CRM and customer service systems:
- CRM integration can break down the barrier between customer service and sales by providing both teams with access to the same information.
- A holistic view of customer history and interactions helps customer service agents understand customer needs and previous purchase history.
- CRM integration enables customer lookups and suggests personalized offers based on past orders.
Integration between e-commerce and customer service systems:
- Integration with the online store provides access to history and active orders, facilitating better customer service during the sales process.
- Making customer service agents and product expertise available through omnichannel functionality, such as placing Zendesk's widget in the online store.
The new consumer expectations pose both challenges and opportunities for strengthening customer relationships. By tackling these challenges head-on and capitalizing on emerging opportunities, businesses can craft seamless customer journeys and elevate the overall customer experience. Reach out to us to discuss seamless customer journeys and the possibilities within Zendesk.
