Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own terms, over the channels that are most important to them, and they want agents to connect the dots and solve their problems without shuffling them between departments. Companies that get it right enjoy happy, loyal customers.

But companies that don’t keep up with customer expectations pay a steep price. One-third of customers will switch after one bad service interaction, and 80% will switch after multiple.

We’ve identified the following top trends for enterprise retail companies based on the Zendesk Customer Experience Trends Report 2020, our annual look at what leading companies are doing when it comes to customer experience and engagement.

In this datasheet, you'll learn more about the following trends:

• Getting to know your customers
• How to keep the conversation flowing
• How to power agent productivity