If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during the global pandemic. Unfortunately, many companies are still relying on ticketing systems like Zendesk, where each new interaction is treated as a separate event handled by different people across a variety of siloed platforms. This old model of customer service makes it nearly impossible to personalize a customer’s experience and treat them as a valued individual, with thoughts, feelings and feedback.
A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and enables them to deliver more empathetic, proactive and relevant service, leading to lifelong customer relationships. Before switching from Zendesk to Kustomer, Amy Coleman, Director of CX at Lulus.com, felt the humanity of customer service was being lost.
To create these meaningful relationships, companies need to adopt technology that allows them to see customer history, issues and behavior in context, no matter the platform. By leveraging automation for tedious and analytical tasks, customer service agents can provide customers with prompt and personal customer service at scale.
Eric Choi, Community Support Manager at Zwift, made the switch to Kustomer because his team was looking for a platform that was more human, and allowed them to interact with their members in a more organic way.
An effective CRM should allow you to fully understand the relationship that your business has with each and every customer, and leverage data in order to do that. Legacy CRMs were built to manage cases, not customers. And you shouldn’t have to pay more for operational solutions AND modern communication tools in order to provide effective, personal support. Before making the switch to Kustomer, Lulus didn’t have any data because their platforms weren’t talking to each other, and that was a big issue.
One thing is clear across the board: consumers expect retailers to know how they’ve interacted in the past, what issues they’ve encountered, and they want organizations to actively make amends. And with the right technology in place, delivering on consumer expectations and building lifelong relationships is within reach. A modern customer service CRM should be designed to connect seamlessly with your other data sources and business intelligence tools, while taking the place of your support platform, contact center routing software, and process management solution.
It’s time to say goodbye to ticket management, complex searches, and legacy CRMs that frustrate customers and agents. Wow your customers with effortless, personal conversations across all channels. Learn more about how making the switch to Kustomer can be a game changer for your business here.