A CX mindset shift

While resolving customer issues quickly is a win for businesses, maximizing customer experience (CX) is a more holistic concept that goes beyond managing service tickets. One CX tactic that successful businesses follow is shifting from a focus on individual interactions to evaluating experiences across the customer journey.

That’s one of five trends highlighted in “The New CX Priorities,” a new report from Freshworks.

A proven way to enhance customer experience? Understand the customer journey and review and optimize every touchpoint. Additionally, companies need to provide support on multiple channels, such as live chat, email, and phone, and ensure prompt responses. Omnichannel support gives a 360-degree experience to customers, which is the future of CX.

By understanding the entire journey a customer goes through, businesses can identify pain points and address them, leading to a better overall customer experience, says Ima Somers, the director of player experience at One More Game, the game developer behind “Warcraft,” “Diablo,” and “Guild Wars,” among others.

Technology can play a significant role in enhancing the customer experience. Leverage automation, AI, and analytics to gain insights into customer behavior, preferences, and pain points. This can help provide users with customized experiences. A McKinsey & Company study found that 76% of customers get frustrated when there is a lack of it.

Modern companies must look at customer satisfaction beyond merely closing support tickets. Customers want to be seen and heard—through the channel of their choice and, preferably, with a personalized customer experience. And this rings true for buyers who want to be able to validate their purchases with brands that:

1. Have an understanding of their end-to-end journey and their voice

2. Share their values

3. Provide omnichannel support and experiences tailored to their needs 

Learn more: Get your free copy of “The New CX Priorities” report today to take your organization’s CX to the next level. 

We want to hear from you! Please send us your feedback, and get informed about exciting updates from The Works. Drop us a line: theworks@freshworks.com