At the same time, the seizure of hotlines and the increase in waiting times during the health crisis have prompted customers to turn massively to new, more conversational channels. “ Since the end of February, requests for assistance via WhatsApp have increased by more than 100%. Chat and text messages also recorded significant increases (34 and 30% respectively). For large companies in particular, WhatsApp has become very popular: requests on this single channel increased by 166% in early May. ”
In January 2020, the Zendesk Customer Experience Trends 2020 report already showed that companies are starting to embrace the idea that every interaction with a customer is part of a conversation. And that it can, therefore, take place via different channels, including messaging and chat: today big favorites of companies and customers. The figures bear this out: in 2019, Germany, Italy, Spain and the United Kingdom were among the countries with the most WhatsApp users (respectively 44, 33, 30 and 27 million per year latest*). In addition, 76% of the Dutch population and 31% of the French population use WhatsApp **. “The crisis has only accelerated the process of appropriation of this messaging software by everyone, young and old ", underlines Gabriel Frasconi. Besides, when you look at it more closely, you realize that everything is linked: by equipping themselves, consumers have encouraged brands to use these channels to interact with them sap security architect.
It is important to note that despite the increase in wait times for most B2C companies, customer satisfaction remains broadly stable (and even recorded a slight increase since the end of February). Even though airlines are hit hard, customer satisfaction has only dropped by 3%, indicating that customers may be more lenient in times of crisis. Only carpool companies are an exception to this rule: the drop in their activity was accompanied by an 8% drop in customer satisfaction.
In recent months, we have noted the emergence of messaging and self-service. These channels have made it possible to maintain - or even improve - customer satisfaction despite the increase in volumes handled by the various departments. This has improved the customer experience on several levels.
In conclusion, according to Zendesk Benchmark data, companies that have successfully avoided increasing resolution times while processing tickets most efficiently are those that have rolled out new channels or quickly accelerate channel adoption existing.
Did you know
Discord , a free voice, video and text chat service popular with the gaming community, has seen its use soar by 300% as people start using it to host meetings, classes, and conferences of virtual book clubs. As Discord's user base grew, its robust help center helped mitigate peaks in support traffic. From February to March, page views jumped 70% and unique visitors more than doubled. Meanwhile, Discord ticket deflection rate increased ten points
In January 2020, the Zendesk Customer Experience Trends 2020 report already showed that companies are starting to embrace the idea that every interaction with a customer is part of a conversation. And that it can, therefore, take place via different channels, including messaging and chat: today big favorites of companies and customers. The figures bear this out: in 2019, Germany, Italy, Spain and the United Kingdom were among the countries with the most WhatsApp users (respectively 44, 33, 30 and 27 million per year latest*). In addition, 76% of the Dutch population and 31% of the French population use WhatsApp **. “The crisis has only accelerated the process of appropriation of this messaging software by everyone, young and old ", underlines Gabriel Frasconi. Besides, when you look at it more closely, you realize that everything is linked: by equipping themselves, consumers have encouraged brands to use these channels to interact with them sap security architect.
It is important to note that despite the increase in wait times for most B2C companies, customer satisfaction remains broadly stable (and even recorded a slight increase since the end of February). Even though airlines are hit hard, customer satisfaction has only dropped by 3%, indicating that customers may be more lenient in times of crisis. Only carpool companies are an exception to this rule: the drop in their activity was accompanied by an 8% drop in customer satisfaction.
In recent months, we have noted the emergence of messaging and self-service. These channels have made it possible to maintain - or even improve - customer satisfaction despite the increase in volumes handled by the various departments. This has improved the customer experience on several levels.
In conclusion, according to Zendesk Benchmark data, companies that have successfully avoided increasing resolution times while processing tickets most efficiently are those that have rolled out new channels or quickly accelerate channel adoption existing.
Did you know
Discord , a free voice, video and text chat service popular with the gaming community, has seen its use soar by 300% as people start using it to host meetings, classes, and conferences of virtual book clubs. As Discord's user base grew, its robust help center helped mitigate peaks in support traffic. From February to March, page views jumped 70% and unique visitors more than doubled. Meanwhile, Discord ticket deflection rate increased ten points
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