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2022年客户体验趋势报告(英).pdf
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2022年客户体验趋势报告(英).pdf
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CX Trends 2022
CX Trends 2022
Improve your bottom line by
putting customers at the very top
CHAPTER 2
CHAPTER 4
CHAPTER 5
CHAPTER 6
CHAPTER 3 CHAPTER 7
CHAPTER 8
CHAPTER 1
Introduction
Unlock the benefits of customer
service-led growth
How high performers drive
growth with customer service
Future success hinges on two
emerging growth areas
Focus on service quality
above all else
Five customer service traps
that could derail growth
Industry and market insights
Prioritise customer service
like your growth depends on it
Report chapters
Introduction
CHAPTER 1
METHODOLOGY
How we ran
the research
Go behind the scenes
Data in this report comes from
three sources: One global
survey of 3,500 consumers,
one global survey of 4,600
business respondents, and
Zendesk Benchmark product
usage data from more than
97,500 companies.
Whether you’re a well-established firm or just starting to scale and grow, a successful customer service team
can help attract new business, boost retention and increase sales among your existing customer base.
With so much on the line, customer service teams face
increased pressure to deliver — both from customers and
company leadership. Impressing customers can help
businesses stand out or even kickstart growth, but inecient
workflows and burnt out agents are just a few of the
things that can undermine long-term success. To promote a
meaningful institution-wide shift, leaders must get customer
service buy-in at every level. And much-needed changes to
tools, processes and mindset, however dicult, must start now.
Why? Research shows that customers are increasingly reluctant
to give second chances if their expectations aren’t met.
It’s impossible to overstate the important role that customer
service will play in this next chapter. To help companies avoid
common pitfalls and realise opportunities to grow the business
and the bottom line, we surveyed customers, agents, customer
service leaders and business leaders from 21 countries,
as well as global data from nearly 76,000 Zendesk customers
that participate in our Benchmark programme.
It’s finally time for companies to
think about what comes next. And
after almost two years of adapting,
transforming and responding to
unprecedented change, they’re
looking ahead with an eye for growth.
In this new environment, leaders
must look to their own customers
to strengthen their business.
Customer service is now a key
differentiator between companies, a
top consideration for customers and
a profit-generating force in its own
right.
+10%
+10%
+17%
+17%
+24%
+24%
+32%
+32%
+370%
+370%
+20%
+20%
+28%
+28%
Ticket volume has increased across all channels
Webform/
email
Chat
Phone
Social
messaging
WhatsApp
Social media
SMS
INCLUDES WHATSAPP
2020 2021
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