Depending on the size of your support operations, it might seem easier to stay with a single communication channel and focus on providing really great support there. That’s all well and good, except that in research in the Zendesk Customer Experience Trends Report 2020, which features data from 45,000 businesses across 140 countries, high performing teams are twice as likely to take an omnichannel approach to customer support.
Customers increasingly want companies to meet them where they are, and expect easy, fast, personalised support experiences regardless of channel. And companies are starting to view every customer interaction taking place across these channels as part of a conversation.
We know it can be complicated to be everywhere at once. But we also know that providing omnichannel support should not create more problems for your customers or your agents. That's why this guide exists. Use it to help determine how your company can have natural conversations with your customers, without exposing them to what’s going on behind the scenes, by taking these factors into consideration:
- Conversations, and making it effortless for customers to pick up where they left off
- Customer context gives agents the full story on each customer so they can provide the personalised experience customers expect
- Collaboration, when it comes to equipping your team with tools that enable them to work cross-functionally and provide responsive support
- Customisation of your agent workspace to increase productivity and empower agents to treat customers as people, not tickets
This guide also provides an introduction to the Zendesk Support Suite and what you can accomplish with our full-service experience. Our goal is to help you meet your customers wherever they are and continue the conversation.Download the guide to learn more about providing conversational support with Zendesk.