CEOs are getting nervous. According to a survey of business leaders by the Conference Board , 98% of U.S. CEOs say they are preparing for an economic downturn in the next 12 to 18 months. European leaders are even more fearful: 99% believe a recession is imminent.
“CEOs are now bracing for almost inevitable recessions in the U.S. and Europe,” said Roger W. Ferguson, Jr., Vice President of the Business Council and a trustee of the Conference Board. “While the vast majority still expect the U.S. recession to be short and shallow, nearly 7 in 10 believe the EU will enter a deep recession with severe global repercussions.”
Whether the impending recession is fleeting or something more long-lasting, there are still opportunities for growth. This is an ideal time to revisit your company’s brand strategy. If your CX team isn’t leveraging customer data to create more personalized conversations, you’re missing out on a huge opportunity.
Increase revenue in any context
When businesses deliver exceptional customer experiences, they can become a major driver of growth. Integrating a support platform into your business applications provides powerful tools for support agents. That’s because those who receive the context provided by a support platform are better able to resolve customer queries quickly. And that kind of proactive support can turn ordinary interactions into revenue-generating opportunities.
A customizable support platform allows you to quickly and easily add digital channels like messaging, phone, email tickets, and a knowledge base that answers common questions. These channels also allow agents to personalize their conversations with customers, increasing loyalty. Agents can recommend smarter upsells, launch new products quickly, and grow the high-value customer base—all without extensive developer involvement.
The benefits of a support platform like Zendesk are measurable. In a recent study , Forrester Consulting found that a composite metals company earned $31.2 million over three years with costs of just $8.1 million. This resulted in a net present value (NPV) of $23.1 million and a return on investment (ROI) of 286%.
Create better solutions with new CX tools
Drills, sanders and other power tools made by Stanley Black & Decker have helped Americans with their home improvement projects for more than 100 years. But as customer expectations evolved, the renowned company needed a new kind of tool: customer service software.
Stanley Black & Decker has an international presence and was able to use Zendesk’s Web Widget to capture sales that would otherwise be lost during a particularly busy Black Friday.
“In Colombia, we ran out of merchandise in several stores on the first day, but we were able to redirect traffic to other stores using the Web Widget and Chat,” explained Carlos Jaimes, After Sales Experience Manager at Black & Decker. The software integration resulted in a 500% year-over-year sales increase.
Getting started was easy, even though Stanley Black & Decker’s support teams handle an average of 10,000 tickets a month. After just one day of training, their agents were performing tasks across a full suite of Zendesk products, including Support, Guide, Chat, and Talk.
And while leaders expect monthly ticket volume to double, they are not worried.
“We are confident that Zendesk will enable us to handle the growing volume of tickets,” said Orlando Gadea Ros, Vice President of Customer Experience Transformation at Stanley Black & Decker.
Founded in 2010 after 500 competitors competed in an obstacle course race in Vermont, Spartan Race is now the world’s largest obstacle course and endurance racing india phone number list brand. With more than 5 million participants competing in events around the world, Spartan Race also produces its own television specials, operates a fitness studio, and offers a line of athletic apparel and equipment.
A Zendesk customer since 2013, Spartan Race had been using a traditional live chat model for years with great success. But when the pandemic hit in 2020, the company was forced to cancel events and reduce staff.
“We simply didn’t have enough staff to sit through live chat during support hours, just waiting for messages, and we couldn’t keep up with the volume coming in,” explained Aja Varney, Director of Global Customer Engagement.
But after migrating to Zendesk Suite, Varney and his team were able to offer omnichannel support across email, chat, phone, bot, social media, web form, and help center. And with the Shopify integration, Spartan Race saw a 27% increase in sales.
“We are handling tickets faster and customers are happier,” Varney said of the results of adding live chat to his online store. “Zendesk products have made my life so much easier. It’s been a very positive experience.”
The calm before the storm