What's CEXy; Zendesk CX Trends Report

Hi Crew,

It's a sad day today; RIP to the Queen🫅

In today's newsletter, we outline key takeaways from the recent CX Trends 2022 Report published by Zendesk.

Data within this report came from 3 sources;

• A global survey of 3,500 consumers

• A global survey of 4,600 business respondents

• Zendesk product usage data from over 97,500 companies

10 CX Trends To Keep Your Eye On 👀

Conversational Customer Service e.g. WhatsApp 📲

#1 - Customers are increasingly turning to social messaging apps when they connect with companies. Enquiries over WhatsApp, FB Messenger, WeChat and LINE increased by 36% last year. This was higher than any other channel.

#2 - More than 70% of customers expect conversational care experiences when they engage with companies. Interestingly, this trend is consistent across all generations, with more than 66% of customers over the age of 40 expecting to be able to have conversational engagement with companies.

#3 - From a business standpoint, there is differing levels of maturity when it comes to conversational customer service;

• 32% of businesses have already implemented conversational capabilities

• 37% of businesses are currently in the process of implementing

• 14% are planning to implement within the next year

Our opinion? Interact with your customers via channels that are convenient for them. We are big advocates for implementing conversational customer service if it makes it easier to interact with your customers.

Chatbots & AI 🤖

#4 - Customers appear to be warming up to Chatbots. 69% of customers say that they're willing to interact with a chatbot on simple issues; a 23% increase from last year.

#5 - Transfers between chatbots & humans is causing friction, with 54% of customers saying that their biggest frustration with chatbots is the number of questions they must answer before being transferred to a human agent.

#6 - Chatbot accuracy is also a problem, with 51% of customers reporting that they do not get an accurate answer when speaking with a Chatbot.

#7 - The above sentiment is held by business leaders as well, with over 50% agreeing that chatbot performance has been disappointing to date. With that being said, business leaders appear to still be pursuing AI / Chatbot capability, with 50% of leaders claiming that they have allocated >25% of their customer service budget into AI over the next year.

High-performing customer service looks like this ...

#8 - Finger on the pulse - they are 9.2x more likely to report that senior leaders view customer service metrics on a daily basis.

#9 - Frontline training - agents are 8.3x more likely to be extremely satisfied with the frequency of training that they receive.

#10 - Revenue Driver VS Cost Center - these organisations are 7.6x more likely to view customer service as a revenue driver, and are 5.2x more likely to agree that customer service is adequately funded.

Graph(s) of the week 📈

Interesting to see how businesses who aren't expecting large spikes in customer service volumes are the ones making the largest investments into customer service.