2 Tips from Salesforce

2021 Preditction


a customer experience newsletter

(this week’s newsletter is a 7-minute read)

Journey is a weekly newsletter from Y Meadows that curates the best thought leadership at the intersection of technology and customer service.
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4 Ways Customer Success Changes Your Business

In This Week’s Newsletter

  • Salesforce’s “State of Service” Report
  • The New Nature of a Customer Service Agent
  • Starting a Startup? Avoid These Mistakes
  • CISCO Acquisition

Salesforce “State of Service” Report 📝

Salesforce has published the fourth edition of its State of Service report, based on a survey of over 7,000 customer service agents, decision-makers, dispatchers, and mobile workers across 33 countries. The report covers a wide range of topics including the shift to digital channels, remote work, and field operations.

  • The redefined role of agents is among the most prominent customer service transformations in recent years as their core mission shifted from closing tickets to fostering more valuable customer relationships.
  • Today, skills like empathy for customers’ unique needs and challenges rival even product knowledge in importance, according to the service professionals Salesforce surveyed, and a separate study of consumers found significant upside for companies that provide tailored, compassionate support during these stressful times.
  • 79% of agents say they now see a direct link between their work and business performance and 77% feel that their role is more strategic than it was just two years ago.
  • Although a boon to their careers, this environment is squeezing agents: three-quarters say managing case volume is more challenging now than it was before the pandemic.

2 Tips from Salesforce

“Empathy”, Can We Say It Enough? 📣

88% of service professionals surveyed by Salesforce agree that the pandemic has exposed technology gaps in their organizations, and 89% say the same for operational weaknesses.

  • More than three-quarters (77%) of agents believe that automating routine tasks allows them to focus on more complex work — up from the 69% who agreed in an earlier survey in 2018.
  • Already, several of such tasks — such as gathering basic information from customers like their identity and the nature of their issue or routing cases to the appropriate employee — are described as mostly automated by the majority of service professionals.
  • To do so, customer service organizations are ramping up their adoption of the technology that often underpins automation: AI. Thirty-two percent more service organizations use AI today than did in 2018, and 67% more use chatbots that often act as the customer interface for automation.

2 Tips from Salesforce


Words on CRM from Entrepreneur.com 🔗

Customers are the lifeblood of any successful startup, but if a startup doesn’t know how to properly handle customer relationships, it’ll have a hard time attracting and retaining them.

Here are 2 CRM mistakes from Entrepreneur.com your startup can avoid in its early customer journey.

1. Don’t End the Relationship Once the Sale is Complete

  • Research has found that while companies have a 60-70% chance of selling to existing customers, sales teams generally only have a 5-20% success rate with new prospects. At the same time, 71% of customers will end a relationship with a company if they feel like they are receiving poor service.
  • This makes ongoing client outreach crucial, especially with service-oriented startups. Consider how a client will continue to interact with your company after that first sale, and take steps to optimize these interactions.
  • An easy-to-navigate UX and readily available customer support are just a few factors that will keep converted customers loyal to you.

2. Be Proactive, Not Reactive

  • Startups tend to be reactive, rather than proactive, in addressing customer communications. This can cause startups to give up on a dissatisfied customer as a lost cause the moment a negative review comes in.
  • Proactive outreach can cause a customer to change their perception about their experience with your startup, causing them to change their review. At a minimum, negative feedback should spur internal change.
By prioritizing the customer experience at all phases of the sales process and using CRM tools appropriately, you can make each customer feel valued.
When that happens, the brand loyalty and customer retention that every startup needs to survive will become all the more likely.

2 Ways CX Is Bad

Snacks for the Road 🍿

A Penny For Your Thoughts…

“We’ve worked with a number of companies similar to yours, and we’ve found that these three challenges come up again and again as by far the most troubling. Is that what you’re seeing too, or would you add something else to the list?”

Matthew Dixon
The Effortless Experience (2013)

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