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a service that increases customer loyalty and drives revenue at a reduced cost .
The most successful businesses understand the importance of great customer experience . Zendesk believes that every great customer relationship stems from a seamless customer experience , hence the creation of software that designs solutions to foster better customer relationships .
Successful companies also understand the need for technology that helps their business adapt in today ’ s world . Founded to democratize customer service software and make it easy to try , buy and use , Zendesk is built on an open and flexible platform that is quick to set up and fully customizable . With Zendesk , companies of all sizes and across industries make it easy for customers to do business with them .
Reinforcing loyalty
Today more than ever , consumers are expecting AI-powered interactions in every facet of their experience . With over 10,000 consumers and business respondents surveyed from 22 countries , Zendesk spells out the trends on top of leaders ’ minds in its most recent report so businesses can be ready for what ’ s next in CX .
“ I think 18 months to two years ago , CX trendsetters were experimenting and trialing ,” Eric shares . “ Now I think they ’ re implementing and deploying at scale . Those who are more in control of their data , information and knowledge find it easier to automate and layer AI into their processes . I think these trendsetters have always been perhaps further ahead in the foundational aspects of CX and this has enabled them to more easily step into the world of AI and bots .
“ Something we ’ re seeing in our report and in our interactions is the trend around shadow use of AI . Shadow AI refers to the deployment and use of artificial intelligence tools and applications within an organization without formal approval or oversight from the
IT department . I mean , personally speaking , it ’ s very easy to access AI models and copy and paste data . As such , I can understand the rise of shadow AI . The risk lies in it being a potentially ungoverned , unsecure way of operating .
“ It ’ s important for CX agents to be able to access those tools in a controlled , governed , secure , and structured way . With a modern platform and secure and comprehensive data , it ’ s possible to leverage technology appropriately and responsibly . I think trust takes a long time to gain ,” he continues , “ and can quickly be lost . Where AI is concerned , trust is strengthening because of the quality responses people are experiencing . As a customer , you just want your query to be dealt with in the most efficient way possible . Therefore , trust builds over time in line with quality CX responses . Bots are increasingly responsive and sophisticated , and I think more people are keen to interact with them because they offer a quick and efficient way to get what they need . We ’ re also seeing a lot less negative feedback about AI agents reported in the press and in general .
“ Increasingly , AI agents articulate a persona that aligns with an organization ’ s brand , creating an extension of that organization , which can help to reinforce brand loyalty .
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