Zendesk Customer Experience Trends Report 2020

Zendesk's 2020 Customer Experience Report: A Peek into the World of 'Customer Happiness'

Ever found yourself on hold for what feels like an eternity, waiting for a customer service rep to pick up? Or maybe you've had a delightful experience where a helpful agent went above and beyond to solve your problem. These moments, good or bad, are the lifeblood of customer experience, and Zendesk's 2020 Customer Experience Trends Report has some fascinating insights into where we're at and where we're headed.

So, why should you care about this report?

Well, imagine you're running a little café. You want your customers to leave with a smile, right? They might not remember the exact coffee they had, but they'll definitely remember how you made them feel. The same goes for any business - big or small. The way you treat your customers can make or break your reputation. And that's exactly what Zendesk's report is all about.

Meet the 'Customer Godzilla'

Zendesk has dubbed today's customers the 'Customer Godzilla'. Now, don't worry, they're not saying customers are destructive monsters (well, not all the time!). They're referring to how customers have evolved, much like Godzilla, into powerful, tech-savvy beings who expect more from the companies they interact with.

Think about it. We're all Customer Godzillas now. We've got the world at our fingertips with our smartphones. We can compare prices, read reviews, and even live-tweet our frustrations with a company's customer service. So, businesses need to step up their game to keep us happy.

Speed, Personalization, and Self-Service: The New Holy Trinity

According to Zendesk's report, speed, personalization, and self-service are the new holy trinity of customer experience. Customers want their issues resolved now, they want to feel like they're talking to a real person who understands them, and they want to be able to help themselves if they can.

For instance, have you ever tried to assemble flat-pack furniture? You're probably not going to call the customer service line for help. You'll head straight to the instruction manual or, more likely, YouTube. That's self-service in action. And businesses are cottoning on, with 67% of customers having hung up the phone out of sheer frustration they couldn't self-serve.

But what about when we do need help?

Well, when we do reach out for help, we want it to be personal. We want to feel like we're talking to a real person, not a robot. And we want that person to understand our problem and fix it quickly. That's why 75% of customers say they want a representative to understand their needs and provide a personalized response.

6 Surprising Stats in Zendesk’s 2020 Customer Experience Trends Report

AI: The New Best Friend or Worst Enemy?

Artificial Intelligence is becoming more and more prevalent in customer service. It can handle simple queries quickly and efficiently, freeing up human agents to deal with more complex issues. But, and this is a big but, customers aren't ready to fully embrace AI just yet.

Imagine you're trying to explain a complex problem to a chatbot. It might understand the keywords, but it's not going to understand the context or the emotion behind your words. That's why 67% of customers still prefer interacting with a human when they have a complex issue.

So, What's the Takeaway?

Customer experience is all about making people feel good. It's about understanding their needs, responding quickly, and providing personalized solutions. It's about being human, even when you're using AI. And it's about giving customers the power to help themselves when they want to.

Zendesk's report shows us that customers are evolving, and businesses need to evolve with them. It's not just about selling a product or service anymore. It's about creating an experience that makes people feel good. Because, at the end of the day, happy customers are loyal customers. And who doesn't want a loyal customer base?

So, the next time you're on hold, or chatting with a customer service rep, remember, you're not just a customer, you're a Godzilla. And Godzillas deserve the best.